We have an internal support team identified to look into queries raised by the client. The support team members need to be masked from the client. When the team is responding to queries, individual names appear.
Instead of individuals name is there a way to:
1) display group/team name in updates, OR
2) hide user details when the name is hovered on?
Pravin,
It's my understanding that you can't do what you're asking directly from within the system. However, if your concern is that the client will reach out to your support team members directly, you could consider creating an alias for each support team user. i.e. First Name: Support Team, Last Name: Member1. Then increase last name by one for each user. Member2, Member3, etc. Keep all other info vague/generic. For reporting, you'll want to make sure you can track who the alias' align to.
One concern to consider for this is that each user needs a unique ID. Often associated with an email address. If you have the capacity to use alt email addressed that funnel to the same mailbox, that would solve that issue. i.e supportteammember1@company.com, supportteammember2@company.com, etc.
Feel free to change nomenclature to what suits your needs. Hopefully that helps.
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