Adding an agent signature to ticket email notifications

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70 Comments

  • Michael H
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    @Brett, @Laura - Referring to Peter's answer here: https://support.zendesk.com/hc/en-us/articles/203691076/comments/360001771728

    I've finally figured out a solution for getting the signatures out of SMS messages, and it involves the use of liquid markup, and tags.

    Have added this to my post on the subject:
    https://support.zendesk.com/hc/en-us/community/posts/360028989993-Guide-to-setting-up-SMS-response

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  • Laura
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    @michael H...thank you!! 

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  • Tracy Scobba
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    Is there any way to include signatures in public replies to Email tickets but not in Text message tickets?

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  • Brett - Community Manager
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    Hey Tracy,

    There's no way to accomplish this at a click of a button unfortunately. When you have the agent signature field populated under Admin>Settings>Agents this will be added to every ticket.

    That being said, you could remove the agent.signature placeholder from the agent signature field and instead configure your Notify requester triggers to include an agent signature using placeholders and HTML.

    You would then want to set up a separate Notify requester trigger specifically for the SMS channel using the Channel>is>Text condition. This Text trigger can then exclude the signature you've included in your Email trigger.

    I'll see if I can get a Community Tip written up that goes through these steps. In the meantime, let me know if you do have additional questions or need some guidance.

    Cheers!

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  • Vianey
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    Hello team, 

    I think you are losing information in this article since you do not mention that if we want to modify the content of the firm we have to go to the section "Dynamic content".

    It took me a while to find this information.

     

    Thank you!

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  • Fabio Strasser
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    Hi everybody,

    is there a reason why I can't use the {{agent.signature}} placeholder in Macros? Or is there a way to do that?

    Thanks!

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  • Nicole - Community Manager
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    Hi Fabio -

    You should be able to use that placeholder in Macros; what issue are you running into?

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  • Nicole - Community Manager
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    I stand corrected:

    The placeholder cannot be used in macros or in ticket comments, because the user type it references (agent) doesn’t exist in this context.

    To apply an agent’s signature with a macro, use the placeholder .

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  • Fabio Strasser
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    Hi Nicole,

    I think you wanted to write down the placeholder at the end of your last sentence, but since it's a placeholder it got replaced by nothing. 

    So which one should I use? ;-)

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  • Brett - Community Manager
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    Hey Fabio,

    Sorry about that! You'll want to use the current_user.signature placeholder within the brackets. The agent.signature placeholder cannot be used in macros at this time.

    Let me know if you have any other questions!

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