Hide agent information

[Beth Clingenpee]

Is there a way to suppress the name/avatar of an agent leaving a comment on an HR case? When users view customer visible comments on the Employee Center in their My Requests widget or when users receive an email with comments left on an HR Case, the name of the HR Agent who made the comment is visible. Customers are then saving that information and contacting the agent directly instead of going through the right channels - either for that particular case or in the future when they have other questions. This is causing some information to be missed and causing additional work for the agents.

If an agent name has to be displayed, our HR department would prefer to have comments show up as a generic HR user that does not provide any personal information about the agent working the case. 

[Ankur Bawiskar]

@Beth Clingenpee 

check this link

Ticket Conversation widget hide agent's name from ticket history 

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[Ankur Bawiskar]

@Beth Clingenpee 

Thank you for marking my response as helpful.

As per community feature you can mark multiple responses as correct.

💡 If my response helped, please mark it as correct ✅ as well so that this helps future readers find the solution faster! 🙏

[Kohei Tominaga1 · Accepted solution]

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.

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.

[Beth Clingenpee]

Hello @Kohei Tominaga1 ,

Thank you - this is exactly the discussion our team has had around this request as well. We are trying to hold fast to that advice but want to be prepared for a level of effort required and technical debt in the event senior leadership insists on going that route. 

It is helpful to get your perspective as someone who has already faced the issue!

Beth