Hello HubSpot Team! 😊 First of all, thank you for the amazing tools you provide—they’re a huge help in keeping our workflows smooth! 🙌 I’d like to suggest a small adjustment that could make a big difference in agents' privacy and security. Currently, when agents respond to tickets, their full names are visible to customers. On the other hand, in the chat feature, only the first name is displayed, which feels much more privacy-friendly. We have a large team, and many agents share the same first name. When creating internal notes and tagging team members, not having the full name creates confusion and makes it harder to ensure we’re tagging the right person to check a note. This often leads to delays in resolving tickets or addressing customer needs. Could we strike a balance where: 1. Only the first name is visible to customers (for privacy and security). 2. The full name is accessible to team members internally for better collaboration and accuracy. Hiding the full name in tickets (similar to how it works in chats) would help: 1. Protect the privacy and security of our team members. 2. Ensure consistency across the platform for how agent names are displayed. 3. Reduce any potential risks or concerns related to sharing personal details unnecessarily. Thank you so much for considering this suggestion! 💛 Let me know if you need further details or feedback—I’d be happy to help. 😊
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