Agent Alias

Screendesk allows agents to define an Alias that is used in customer-facing interactions. This is useful when agents prefer not to expose their real name to end users while maintaining a consistent and professional identity.

What is an Alias?

An Alias is an alternative display name that replaces the agent’s real name in customer-visible contexts. Once configured, Screendesk will use the Alias wherever the customer would normally see the agent’s name.

Typical use cases include:

• Preserving agent privacy

• Using standardized support identities (e.g., Support Team, Billing Specialist)

• Maintaining consistent naming across regions or shifts

Where to Configure Your Alias

Agents can define their Alias in:

Personal Settings → My Profile

Simply enter the desired Alias and save your profile.

Once set, the Alias becomes your default customer-facing identity.

How the Alias is Used

Screen Recording Requests

When sending screen recording requests to customers, Screendesk will display your Alias instead of your real name.

This ensures that:

• Customers only see the Alias

• Your internal account identity remains unchanged

• Communication stays consistent and predictable

Live Video Calls

For live video calls, Alias behavior is slightly different:

The first time you join a live call, you will be prompted to enter your Alias

• Once entered, the browser remembers your Alias

• Future calls from the same browser will reuse this value automatically

This design avoids repeated prompts while allowing flexibility across devices or browsers.

Best Practices

For clarity and professionalism, we recommend:

• Using recognizable and human-friendly names

• Avoiding internal-only terminology

• Keeping the Alias consistent with your support role

Examples:

✅ Alex – Customer Support ✅ Screendesk Support ✅ Billing Team