Hide technician name from clients

Hello,

I've been ask took into if a technicians name can be hidden to the client when making updates and comments on a ticket.

Can this be done without creating a non-sso TDX account or without making modifications to the notification templates?

Thank you!,

Todd

Asked by Todd Simpson on Thu 6/2/22 4:30 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 6/2/22 4:38 PM

Hello Norwich,

Are you trying to essentially hiding the technician's name from appearing on the notification template? Or from appearing somewhere that the client can see them from the client portal?

You can always mark your technicians as Confidential on their user accounts in TDAdmin so the client cannot view their profiles and see their contact information.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
Ideally I think what they are looking for is to not have the client see their name in either the client portal or in notification emails. They are concerned that if the client knows who they are the client will try emailing them directly rather than go through TDX. - Todd Simpson Thu 6/2/22 4:51 PM
I don't think the notification template piece is possible without modifying at least the (Requestor) versions of your notification templates to remove instances where the name of a tech is references by like the {{ActionName}} template (because that template tag will include verbiage that will say "X person commented on this ticket" ). You'd also want to remove, if you're including it, the tag that references who is responsible for the ticket. - Mark Sayers Thu 6/2/22 4:54 PM
Thanks, that's kind of what I thought but wanted to ask in case I missed something. - Todd Simpson Thu 6/2/22 4:56 PM
Exactly, the template would have to be modified to prevent a client from seeing anything that referenced names, and you'd have to modify the techs' accounts if you want to prevent the client from seeing parts of their profile to get contact info from it. - Mark Sayers Thu 6/2/22 4:57 PM
Mark - Am I understanding you to say that the notification templates don't honor the Confidential User setting so the templates also have to be modified? - Bobby Jones Tue 6/7/22 3:25 PM
Bobby, if the notification template is setup to show the technician's name it will show regardless of the confidential setting. I also found the technician's email will show in the feed on the client portal when the technician is sent an email. - Todd Simpson Tue 6/7/22 3:43 PM