How can I change an agent's alias when using Chat? Follow

The alias in Chat vs the alias in Support are separate, so please ensure that both are configured individually for each agent. If an agent does not have an alias configured for Chat, Zendesk will default to their agent name (not the alias within support). A Chat alias can be set by the agent themselves or by an admin.  

SETTING YOUR OWN CHAT ALIAS 

1. Navigate to chat and click Settings>Personal
2. Click on "Display name" and enter the name that you would like to be displayed when replying to a customer using chat.  
3. Click the "Save changes" button at the bottom of the screen 

SETTING AN AGENT’S CHAT ALIAS AS AN ADMIN 

1. Navigate to Chat and click Settings>Agents  
2. Click on the agent whose chat alias you’d like to set. This will open their Chat agent profile.  
3. Click on "Display name" and enter the name that you would like customers to see when interacting with the agent in Chat.  
4. Click the "Save changes" button at the bottom of the screen