When customers are logged in to the customer portal, they would be able to see the agent assigned to the ticket when checking the ticket status. This is the default behavior in Freshdesk. You can hide the agent name via customization in this case. For agent names to not appear in ticket replies/outbound emails, make sure the the option 'Use agent names in ticket replies and outbound emails' under Admin > Emails > Advanced settings.
Hope this helps! Feel free to drop an email to email@example.com for further queries.
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