You can specify an agent signature in all public ticket comments and outgoing messages when the agent responds using the agent interface. This signature will not appear if the agent responds to a ticket by email. An administrator can add a common signature for all agents on the account. If you're using multiple brands in Zendesk Support, an administrator can also add brand information to the signature. An agent can add a personalized signature.
You can use some placeholders in the signatures. Placeholders are references to agent and other data stored in Zendesk Support. Example: {{agent.email}}
. The following classes of placeholders are supported in signatures : "agent", "current_user", "account", and when used as HTML, "dc" (for dynamic content). The "ticket" placeholder class (such as {{ticket.assignee.name}}
) is not supported. For a list of placeholders allowed in agent signatures, see Zendesk Support placeholders reference: Agent data.
For general information on placeholders, see Using placeholders.
This article contains the following sections:
Adding a common agent signature and branded signatures
An administrator can add a common signature for all agents on the account. For example, you can include your company name and tagline in all ticket comments and outgoing email notifications.
Multibrand users (Suite Growth and above or Support Enterprise) can create a custom signature for each brand. This does not override the agent's personal signature, it simply adds brand-specific information to it. When you create branded signatures, make sure you've also set up your email template for multiple brands to ensure the branded signatures are included in your outgoing messages (see Using the email template with multiple brands).
To add a common agent signature (Suite Growth and above or Support Enterprise)
- Click the Admin icon (
) in the sidebar, then select Settings > Agents.
- In the Signature text box, enter the signature text and any placeholders.
{{agent.signature}} Love your Zendesk
- If you want to let agents add their own signature or add personal information to the common signature, include the
{{agent.signature}}
placeholder. It's included by default. See Adding a personal agent signature.
To add branded agent signatures
- Click the Admin icon (
) in the sidebar, then select Manage > Brands.
- Expand the brand you want to update.
- In the Agent signature text box, enter the information you want to include in that brand's signature. You can enter the information above or below the agent signature placeholder:
- Click Save changes.
- Repeat as needed for your other brands.
Adding a personal agent signature
As an agent, you can add a personal signature to all your ticket comments and outgoing email notifications. The signature can include any text such as your name and position, your group, contact information, and so on. Agents can use Markdown for advanced customization (see Formatting text with Markdown).
To add a signature
- In Zendesk Support, click your user icon in the upper-right corner and select View Profile Page.
- Under Signature in the left sidebar, enter the signature text and any placeholders.
Regards, Jane Tolland Customer Care Associate {{agent.email}}
85 Comments
@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
@michael H...thank you!!
Is there any way to include signatures in public replies to Email tickets but not in Text message tickets?
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!
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!
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!
Hi Fabio -
You should be able to use that placeholder in Macros; what issue are you running into?
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 .
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? ;-)
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!
Hi everyone,
I'd like to ask you a tough question I think. Except for above method, is available to use handwritten signature in Zendesk Support?
Thanks in advance!
Sincerely,
Kyle LI
Hey Kyle,
If you have each agent create a hand signature and upload it to a server you control , you can include the image in the agent signature with Markdown. It could then be appended to all outgoing emails from that agent.
That would be only way I can think of to accomplish your goal. If you do use hand written signatures, consider that if you are having agents use their real names, putting up their actual signatures on every email might not be the best thing, security-wise.
Hi Dan,
First I'm glad to hear response you posted. However, is available to use when I create a hand signature to trigger in any column or using third-party app(costom) of Zendesk Support? Or is enable to put a hand signature(picture as well) on a last row after printing one ticket?
Thanks in advance!
Sincerely,
Kyle LI
Hey Kyle,
Sorry, I'm not sure if I understand the question. Are you asking if an agent using a signature with a image of their handwriting can be a trigger condition? Or include the hand signature of the agent that printed out a given ticket? I don't believe either would be possible natively, though the ticket printing request could perhaps be done with a custom app and code.
Please let me know if I'm misunderstanding the question.
Hi Dan,
My question is similar to your including that one. So you think such a thing is not possible? If yes, I would use other editor to add the hand signature.
Sincerely,
Kyle LI
Hi Kyle,
I could be wrong but I believe what Dan is getting at is that your agents can create an image of their hand signature and then add that directly to their signature field using markdown. Screenshot of the agent signature box within the profile below:
Let me know if that's not what you're looking for!
I have added my personal signature but unable to edit it. I need to change the color as per company standard. Do I need to enable markdown? Is there a way to change the signature without making changes to other texts?
Hey Toa,
You should be able to use markdown directly within the agent signature field under your profile page. Otherwise, if you'd like you can add a signature directly to your notify requester triggers under Admin>Business Rules>Triggers and use HTML to customize the colors within the email body.
Let me know if you have additional questions or concerns!
I must be a bit thick because I'm not finding a markdown guide for this.
I created a brand. Logo is supplied. (yay!) So, what's the markdown to put the logo in the signature? I'm aaaaalmost there. Thanks!
Is there a way to do a bulk update of these signatures to a group of agents? If so, how can this be done?
Hi Mary Paez,
Inside the interface you can update an account wide signature under Admin>Settings>Agents but it sounds like you are talking about a subset of your agents.
In that case you would need to utilize the API to do this as there isn't a feature in the interface that accomplishes this. This document shows the API end point you'd need: https://developer.zendesk.com/rest_api/docs/support/users
This document has more of a general getting started guide for using our API if that is needed as well: https://developer.zendesk.com/rest_api/docs/support/users
Please let us know if you have any further questions or concerns!
Hi,
I am trying to make a norwegian signature when I reply a ticket where the requester language is norwegian, , and everyting else: english signature. Can somebody help me understand why I always get the english signature? See text:
{% case ticket.requester.language %}
{% when 'Norwegian' %}
Norwegian signature here
{% else %}
English signature here
{% endcase %}
Hi Tony Jansson,
Looking at the instructions from Shopify's Liquid Markup Documentation, it appears you need a variable in your code.
case/when
Creates a switch statement to compare a variable with different values.
case
initializes the switch statement, andwhen
compares its values.Input
{% assign handle = "cake" %}
{% case handle %}
{% when "cake" %}
This is a cake
{% when "cookie" %}
This is a cookie
{% else %}
This is not a cake nor a cookie
{% endcase %}
Hope this helps!
Brandon Tidd
729 Solutions
Our agents work multiple products. We have ticket forms for each product. Is there a way to apply different signatures based on the product ticket being used?
Hello Mary Paez
Unfortunately an agent's personal signature is not possible to differentiate or auto-adjust by product or form or anything. (see Is it possible to have multiple agent signatures?)
But, if you have multibrand, you could always use that to differentiate products/brands with different brand signatures. Learn more about that in this article Setting up multiple brands (Enterprise), and in the "Adding a common agent signature and branded signatures" section above.
I hope that helps!
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