Reply identity

Reply identity controls how agent responses appear to customers in tickets and notification emails.

This setting only affects what customers see. Admins and agents continue to see which team member wrote each reply.

Agent identity

With agent identity, customers see the individual agent’s name and avatar.

Choose this when personal ownership matters and customers should know who replied.

Organization identity

With organization identity, replies appear as the organization.

Choose this when your team wants a consistent support-team identity or does not want individual agent names shown to customers.