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03-03-2026 12:16 AM
Hi, @Beth Clingenpee
There may be technical ways to hide the agent’s name, but I’d like to share a perspective from my experience as a product owner.
There may be technical ways to hide the agent’s name, but I’d like to share a perspective from my experience as a product owner.
We received a similar request from our HR team, but we decided not to implement it.
When the person behind a message is completely hidden, users tend to use stronger or harsher language. Showing an agent’s name helps users feel that a real person is helping them, which often improves trust and reduces emotional reactions.
In the end, it becomes a balance between HR’s operational workload and the overall employee experience.
To avoid direct contact to agents while keeping the OOTB behavior, we introduced measures such as:
- Teams status messages stating that direct inquiries aren’t accepted
- Templates that redirect employees back to ServiceNow when they contact agents directly
This helped reduce noise for our agents without losing transparency.
