Ticket Conversation widget hide agent's name from ticket history

brown9394
Tera Expert

‎11-10-2020 10:31 PM

Hi Experts,

I've cloned the Ticket Conversation widget, and wanting to remove the agent's name from the ticket history and replace it with 'Case Support Team' But I can't figure out how to go about doing this.

Here's what I've tried - In the HTML block there's a line of code {{::e.name}} that pulls both the end user and agent's name commenting on the case (customer visible additional comments). I know it's coming from the data.mergedEntries from the Controller, and if I replace 'e.name' to' 'e.initials', then i get the initials for both the agent and end user instead of full names.

However, I want to keep the End User's full name as it shows (ie. John Smith), and just replace the case agent's name to 'Case Support Team'. How would I go about doing this??

Thanks in advanced! 

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10 REPLIES 10

jade5
Kilo Explorer

‎01-30-2021 12:38 PM

Hello,

I'm also trying to hide the agent name from the activity stream on the portal.
Is there a way to accomplish this without impacting the instance?

Thanks in advanced!

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Deepika Mishra
Mega Guru
In response to jade5

‎05-25-2021 03:47 AM

Any update of how can we achieve this ?

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Marty Bright
Giga Expert

‎02-01-2021 05:55 AM

Hiding the agent name has been a requirement for us as well. In the past I had to clone the conversations widget and comment out the html code where the agent name was displayed, as mentioned above. However, I recently discovered a method to remove the name without cloning. From the widget instance, you can hide and replace text using css. 

 

This is the code I used to hide the agent name on the Standard Ticket Tab widget instance:

.timeline-title {
visibility:hidden;
padding-bottom: 0px;

}

 

This will replace text:

 

.timeline-title:after {
visibility:visible;
content:'Enter your text here';
float: left;

}

 

The downside to this solution is that it will affect the timeline title for every entry in the activity stream, including the date and source. To display those fields again, I had to add this:

 

.h4 small {
visibility:visible;

}

 

Hope this helps,

Marty

 

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Wasdom Kung
Tera Contributor
In response to Marty Bright

‎11-25-2021 08:47 AM

This worked for me - thanks a lot.

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