I'm unable to find the answer to this issue. I do not want my ticket emails going out with the Agent's personal names. This is displayed in the variable for ticket history that we include in the email templates. We want it to either display a generic name, or the Team name, etc. Or, if the Agents had a field for "display to clients name" to enter what we want, then that would work.
How can we accomplish this? Internally, we need the Agents names. But externally, we do not want to personally identify the Agent to clients.
