The email reply from a chat transcript has a Zopim logo (in some email clients) and say "Zopim Noreply". This looks odd to and end user that doesn't know what Zopim is and they will not recognize the logo. This might seem like the email is coming from "someplace else" (not Zendesk).
Have you tried contacting support about this already? I'm curious if they have a way to turn this off / opt you out.
I did. It’s that way now that it is officially part of their brand. They suggested posting here to request removing it as a feature.
Hi Susan,
I just checked the email in my Yahoo account and the avatar/name that you see does not show up. I have a feeling that the email address was added to the contact book in the account with a custom image and name because that is not what the email server sends.
This is what it looks like in Yahoo Mail by default:
Since your account has automatic ticket creation with public transcript enabled with Support, the customer will already get the transcript via the ticket and there is no need for the agent to resend the chat transcript from the Chat dashboard.
-Ramin
Thanks so much for pointing this out. I'll get back to my team and see if they can test this again and investigate if the logo came in some other way.
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