Allow a Generic/Custom Display Name for Technicians in End-User Chat
Problem Statement / Current Behavior:
When a technician initiates a support session, the integrated chat feature displays names as follows:
- Technician View: The technician sees their own name correctly, and the end-user is displayed as "Guest". This internal view is perfect and should not be changed.
- End-User View: The end-user sees their own name as "Guest", but they know the technician's actual full name (e.g., "John Smith"). This name is sourced from the technician's user profile in ConnectWise Home.
This behavior exposes the individual technician's identity to the end-user. We want to present a unified company front and protect our technicians' privacy. Example below, where it says "Blueclone Support", this would be customizable instead of showing the Technican (User) from ConnectWise Home.
Proposed Solution / Desired Behavior:
We request the addition of a global, administrator-configurable setting that allows us to define a generic display name for all technicians as seen by the end-user.
When this setting is configured, the end-user would see this generic name (e.g., "MSP Support" or "IT Helpdesk") for any message sent by a technician. The technician's internal view of the chat would remain unchanged, still showing their own name for accountability and clarity if multiple technicians are collaborating.
Business Justification & Use Case:
This feature is vital for MSPs to maintain professionalism, security, and operational efficiency.
- Professional Branding & Consistency: Presenting a single, unified name like "MSP Support" provides a more professional and consistent brand experience for our clients. The client is interacting with our company, not just an individual.
- Technician Privacy & Safety: It prevents the exposure of our technicians' Personally Identifiable Information (PII). This is a crucial safety measure, protecting staff from being contacted directly, looked up on social media, or harassed by frustrated end-users.
- Improved Support Workflow: It encourages end-users to rely on our official support channels (ticketing systems, helpdesk lines) rather than trying to contact specific technicians they've worked with before. This prevents individual technicians from becoming single points of failure or creating support bottlenecks.
- Client Experience: It sets a clear and professional boundary, focusing the interaction on the support issue and the company providing the service.
Suggested Implementation:
This could be implemented in the ScreenConnect Administrator settings, perhaps under Administration > Appearance.
- Field Type: A text input field.
- Setting Label:
Technician Display Name for Guest Chat - Functionality: If the field is blank, the system defaults to the current behavior (showing the technician's full name). If text is entered into the field (e.g., "MSP Support"), that text will be used as the display name for all technicians in all end-user-facing chats.
Thank you for considering this important feature. It would significantly improve our ability to manage our brand identity and protect our staff.