Why are the names under my agents' profiles automatically changed every time they log in?

If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.

After every login with an SSO, Freshdesk will sync the name of the agents with the names in your SSO database. Hence, the names in Freshdesk would automatically be updated. 

To fix this, please check how the names of the agents are configured on your SSO database.

Also, we support UTF-8 encoded special characters only; so if the name contains any unsupported special characters, we would change it to the English equivalent.