ServiceNow Teams integration : Agent button to contact end user without showing agent name

[MouhamadouL]

Hi all,

I integrated ServiceNow and MS Teams. This works very well. in Service Operation Workspace, agent can contact end user via teams. It open Teams then conversation is imported. 

My requirement is when Agent contact the end user, it doesn't show the agent name but just say agent for instance. How would you do that? I know from the Servicenow app in teams when end users contact the serviceDesk the agent name is not shown but can be so maybe the mechanism exist already OOTB 

[AndersBGS]

Hi @MouhamadouL 

Why trying to fix something that isn't broken...

[MouhamadouL]

Lol. Not trying. Customer wants to make sure people are not contact the agents directly. This is a fair requirement in ServiceDesk to avoid having employees always contacting the same person