Adding an agent signature to ticket email notifications Follow

Comments

28 comments

  • Avatar
    Alexis Mahusay

    Hi Team,

    It seems {{ticket.id}} placeholder isn't working on signatures. Is this intended? if so, is there another way so I could auto-populate (not through macros) ticket ID on responses?

    I'm trying to use it together with {{current_user.id}}

    Thanks

  • Avatar
    Jessie Schutz

    Hi Alexis!

    You should be able to add the {{ticket.id}} placeholder to the email body of your notification triggers to have the information appear. Do you think that would work for you?

  • Avatar
    Alexis Mahusay

    Hi Jessie, yes it could work. The only concern while I was testing it is that if the thread i a bit long, there is a possibility that the ticket.id appears on the bottom-most of the thread instead of the most current response. This defeats my purpose of having it appearing as signature for every response.

    But thanks for the input, I think I could work from here ;)

  • Avatar
    Jessie Schutz

    Hey Alexis!

    You can actually avoid that scenario by placing the {{ticket.id}} placeholder above the {{ticket.comments_formatted}} placeholder. That way it'll always appear at the top of the comment thread in the notification email.

  • Avatar
    Jennifer

    Hi! Is there a setting to allow the agent's Zendesk signature to appear to the requester if the agent is replying via email? Currently the agent's signature only appears if they reply within the Zendesk web interface. Thanks!

  • Avatar
    Jessie Schutz

    Hi Jennifer!

    I did some testing on my end and I was able to replicate this behavior. I've reached out to our Product team to find out whether this is expected behavior. I'll let you know what I find out!

  • Avatar
    Jessie Schutz

    Hey Jennifer!

    I heard back from Product and was able to verify that what you're experiencing is expected, intentional behavior.

    As you're aware, email clients have the ability to add signatures to outgoing messages. Zendesk isn't able to detect whether a signature has been added to a comment update received via email, so we opt to not add any signature at all, rather than run the risk of adding duplicate signatures.

    I don't know whether your agents have signatures on their work email accounts, but one way you might be able to work around this is to have each agent duplicate their Zendesk signature in their email client. When your agents update their tickets via email, their email signature will be included in their comment, even if their Zendesk signature isn't (I was able to verify this in my testing).

    Please let me know if you have any other questions!

  • Avatar
    Phil

    Hi guys! Is it possible to style a signature? I tried using Markdown but this didn't seem to work. I'd like to italicize the signature if possible.

  • Avatar
    Laura Hippert

    Hi Phil - You should be able to style your signature using Markdown, and specifically using italics by placing an asterisk before and after the content you want italicized. Let me know if you are still not having any success after following the steps provided in the article!

  • Avatar
    Paul Middleton (Edited )

    Just wanted to add (as I had trouble finding this information myself) that we have added a custom field to our users (field key 'position'). This has allowed us to customise our signatures as:

    {{agent.name}}
    {{agent.custom_field.position}}

    Also, the {{agent.name}} field will use the {{agent.alias}} field by default (instead of name) if a value is available. HTH

  • Avatar
    Jessie Schutz

    Hey Paul! Thanks for sharing. :) This could actually be a good Community tip! If you wanted to post a detailed walk-through in our Tips & Tricks, we'd send you swag. :D

  • Avatar
    Martin Bennett

    Is there a way to include the signature only on the initial email and not subsequent emails? We have a pretty standard (but lengthy) disclaimer in our signatures that only needs to be included on the first response. Having it on every response makes ticket viewing tiresome.

  • Avatar
    Jane Scott

    Thanks Paul Middleton - we were looking for this exact feature! Great idea. 

  • Avatar
    Claire Smith

    Hi everyone

    I am not sure what I'm doing but this does not seem to be working for me as I'm just getting the text though on the customer emails, not the image:

    Any ideas? 

    Thanks

     

  • Avatar
    Darwin Cruz

    @Claire Are you just trying to display an image on your signature?  If yes, you can just follow this format ![](URL of image). :)

  • Avatar
    Maddy McAndrew

    Hi all

    I am currently struggling to create agent personal signatures as we require particular formatting as below:

    Is there an easy way to set this up? I do not have any background at all in html or markup so this is very difficult.

     

    Thanks

    Maddy

  • Avatar
    Megan Howell

    @Maddy

    Unfortunately, HMTL is not supported in agent signatures which makes that formatting a little difficult, as markdown doesn't affect size or color which appear to be the primary concerns for your customization. I would recommend possibly creating an image for each signature that looks like the one you have inserted above, and then using markdown to insert the image into the signature!

  • Avatar
    Shmuel Schachter

    Hi,

     

    Is there a way that I can have a signature appear in the public reply window before sending? This would allow agents to make potential edits or to place things after the signature if need be. 

    If this is not possible, is there a way to automatically have a certain text appear automatically in the public reply window every time (without macros)? Perhaps using triggers? This would also solve the problem of not being able to use placeholders in the ticket class (since I also want the ticket ID to be included in the signature if possible).

     

    Thanks for any help.

  • Avatar
    Myroslav Burak (Edited )

    Hi. Can we use dynamic content in branded signatures?

    Thanks

    UPD: Yes, it is possible. Cheers

  • Avatar
    Wade Henderson

    In reading above, without the ability to add html I cannot add images either, correct?  In our normal email signature we have our FB, Twitter and LinkedIn company pages.  Is this not possible in the system?

  • Avatar
    Angel Altura

    Hi Warren,

    Instead of adding an HTML may add images and links on your agent's signature by using Markdown.  You may refer to this article for the list of Markdowns that you can use.

    Formatting text with Markdown

    Furthermore, in order to add images on your signature you can use the Markdown [![alt text](imageurl)](linkurl) which will somewhat look like this:

    Thanks and Regards,
    Angel Altura 
    ![](https://image.freepik.com/free-vector/instagram-icon_1057-2227.jpg)

    Then, if you wish to add a link on your signature, you may use this Markdown [Link display text](http://www.sampleurl.com) which may somewhat look like this:

    Thanks and Regards,Angel Altura 
    Angel Altura 
    ![](https://image.freepik.com/free-vector/instagram-icon_1057-2227.jpg)
    [Facebook](http://www.facebook.com)

    Hope this helps. But if you have any other concerns, please feel free to let us know and we will be happy to assist you.

  • Avatar
    Tsvetan

    Hi, is it possible to disable the brand signature for specific agents. Currently I have made custom signatures for each brand, but for each brand our agents have different emails(domains). For that reason for example for brand "A" I am taking the email from {{current_user.email}}, where for brand "B" I am taking it from {{current_user.details}}. However we have agents which are using single account and for that reason they are applying their signatures by using custom Macros. So I want to disable the brand signature for them because it is not showing the correct information for them. They should be using their Macros signatures, where with the brand signature is it makes double signature, where the brand one is with incorrect data for their account. I will appreciate you assistance on the matter.

  • Avatar
    Tsvetan

    ... actually I have found a way to do this by using Liquid markup. I am making a check for specific agent mails and then decide do I want to show the signature or not(just blank).

    {% if agent.email != 'agent@email.com' %}

    left blank

    {% esle %}

    My signature

    {{current_user}}
    {{current_user.notes}}

    {{% endif %}}

     

  • Avatar
    Jessie Schutz

    Hey Tsvetan! Thanks for coming back to share what you figured out!

  • Avatar
    Leigh Cohen

    Is it possible to add a hyperlink at the bottom of a signature? I would like to add a link/URL to our list of upcoming webinars.

  • Avatar
    Jessie Schutz

    Hi Leigh!

    You can definitely do this, both in the agent's personal signature or in the global agent signature. You'll just need to use markdown; here's what you'd use for a pretty link: 

    [Link display text](http://www.sampleurl.com)

    You can find more information on markdown here: Formatting text with Markdown.

  • Avatar
    Antonio Naddeo

    Hello I am trying to do as suggested by Tsvetan however I am having this result:

    We use branded signature for the 3 brands for all agents, with a signature that have opening hours and some tips. But I have a specific agent which I do not want to show the long text displayed in the branded signature. 

    How can I do that?

     

  • Avatar
    Jessie Schutz

    Hey Antonio!

    I don't know that I'll be much help, but I'll try...can you post a screenshot of the code you're using?

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