Adding an agent signature to ticket email notifications

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46 Comments

  • 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!

    2
  • Alex Squicimari
    We need to add a signature similar to the one below for our agents, until now that seems impossible in Zendesk.
     
    Is the an easy way to do this?
     
    With Freshdesk it was just copy and paste....
     
     
    Alex Squicimari | Technical Support 
    Toll Free: (888) 860-8094 
    User Guide: wiki.traxia.com 
    Email: alex@traxia.com 
    SimpleConsign Software

    Be a part of the community. Join our Team Traxia FB group!
    1
  • 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.

    1
  • Regan Ryan

    Hi team,

    I hate how the signatures are invisible until a message is already sent. It's very easy to forget about it and end a message with a custom signature, only to realise after sending that there are now two signatures in a row at the bottom.

    Is there any way to see the signature in the message as I'm typing? Or at least a warning if it detects a signature when there's a preset signature?

    1
  • Nicole - Community Manager

    Hi Bybrand - 

    It's not something that we've seen requested with any frequency, so it isn't something that's been slated for development. But you're welcome to put a request in the Product Feedback topic

    1
  • Paul Middleton

    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

    1
  • Nicole - Community Manager

    Hi Irene - 

    Multibrand is available only to those on the Enterprise level plan, so no, you would not see that on Professional. 

    And no, signatures are not related to triggers. 

     

    0
  • Jessie - Community Manager

    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.

    0
  • Irene

    I do not see the 'Brands' feature in my overview . Is this even available on a Professional plan? i think it would help your article if you'd throw in some examples to see how a signature comes out.

    In addition, the signature is not coming up through triggers, is that right?

    regards

    0
  • Jessie - Community Manager

    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.

    0
  • 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.

    0
  • 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.

    0
  • Bybrand

    Hi, how likely is Zendesk to enable the option of rich HTML email signatures? I'm depending on that, to enable integration with Bybrand (www.bybrand.io)

    I think it will be very good for customers

    Thanks.

    0
  • Henrik Urlund

    Hi there,

    I would like to know if you have any plans of adding {{ticket.id}} to signatures, or do you have an explanation why it's not possible already?

    0
  • Jane Scott

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

    0
  • Lila

    @Jessie:  the Markdown link from your 3/22/18 post is broken (it appears to be a partial link missing the https://support.zendesk.com at the beginning).  I think you meant to link:

    https://support.zendesk.com/hc/en-us/articles/203691016-Formatting-text-with-Markdown

    0
  • 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?

    0
  • C.H. Huang

    Hi 

    When I user markdown as following and I can't see the logo in the iOS APP. As below, do i do anything wrong

    {{agent.signature}}
    {{agent.name}}
    Technical Service
    [![Click to support site](https://sky-portal.zendesk.com/attachments/token/l9fons2J11X8XToC9D3pvqbrJ/?name=advantech-logo-retina-email.png)]( https://advt.ch/support)

    CH

    0
  • 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.

    0
  • 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 ;)

    0
  • 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.

    0
  • 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

    0
  • 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

    0
  • 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

     

    0
  • Cedric Jacob

    Hey guys, hey Alex

    My new Signature 4 Groups app might be helpful here.

    It allows admins to set one signature per group using any placeholders as well as HTML for formatting.

    https://www.zendesk.com/apps/support/signature-4-groups/

    Let me know if you have any questions. I wrote a small blog-post about the app here:

    https://www.cedricfjacob.com/viewpost.php?post=setting-a-different-agent-signature-for-each-group-in-zendesk

    0
  • Jessie - Community Manager

    Thanks for the heads-up, Lila! I've updated the link. :)

    0
  • Myroslav Burak

    Hi. Can we use dynamic content in branded signatures?

    Thanks

    UPD: Yes, it is possible. Cheers

    0
  • 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!

    0
  • 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). :)

    0

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