There is a setting to show the department name in the email notifications (for support requests) but we cannot see how to hide the staff name from the replies when viewing the actual ticket?

Is this something we're going to have to get custom coded? I'm starting to feel the anonymous staff replies was only built in for emails for some reason?

In the ticketing system itself and email bodies, there really is not a way to hide the support representative's name. However, if it is any consolation/assistance, you can change the representative's name by changing their customer name in ACP -> Commerce -> Customers. 

Ok thanks - perhaps an idea for a future release? Not all organisations want the individual staff member's name on the ticket reply (for user to see anyway). 

We'll add this to our list of plugins we need.

Yes, please feel free to make that suggestion in the Feedback & Ideas section.

Hi @Mark H - Could you move this thread there? Saves duplicating content - thanks 🙂

Yes, certainly.