Adding an agent signature to ticket email notifications

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87 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
  • 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.

    2
  • 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?

    2
  • Dan Ross
    Community Moderator

    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. 

    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
  • 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.

    1
  • 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

    1
  • Dan Ross
    Community Moderator

    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.

    1
  • Michael H

    @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

    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
  • Brett Bowser
    Zendesk Community Team

    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!

    1
  • Nicole Saunders
    Zendesk Community Team

    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 Saunders
    Zendesk Community Team

    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 Schutz
    Zendesk team member

    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 Schutz
    Zendesk team member

    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
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Laura

    @michael H...thank you!! 

    0
  • YU-CHENG LI

    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

    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
  • Brett Bowser
    Zendesk Community Team

    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!

    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
  • YU-CHENG LI

    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

    0
  • Jane Scott

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

    0
  • Tracy Scobba

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

    0
  • Jessie Schutz
    Zendesk team member

    Hi Chandan!

    You can add links to your agent signatures using Markdown! You can find out more about there Markdown is supported in Zendesk here.

    0
  • Tony Jansson

    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 %}

    0
  • Lila Kingsley

    @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

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