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
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
Hey guys
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
@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
Thanks for the heads-up, Lila! I've updated the link. :)
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
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.
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.
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.
Thanks @Nicole I do. See in https://support.zendesk.com/hc/en-us/community/posts/360003010167-Enable-HTML-e-mail-sginature
Thanks for posting it.
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?
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.name}}
Technical Service
[]( https://advt.ch/support)
CH
Hi Regan,
That is definitely a good idea, and I see the usefulness in a feature like that! Unfortunately, we do not have anything that previews the text in the comment section as you requested.
However, we can only control/view the signature in two places: the user profile and Admin > Settings > Agents. Agents can modify their own signature in their user profile. As a best practice, it is good to communicate changes to the all-agent signature so your team isn't surprised by a new signature.
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?
Hi Henrik,
We do not currently support any of the ticket placeholders in agent signature. I don't have any information surrounding the decision to exclude them from signature placeholders, but any ticket data that you want to populate with placeholders can be accomplished with triggers as a workaround.
If you would like to state your use case for those placeholders further, please feel free to post to our Product Feedback topic so that our team knows there is an expressed interest in this functionality!
How would I create a signature that looks like this? I followed the steps above and there was no text titled "Brand" anywhere to be found...
Hey,
I am unable to add a hyperlink to text in the signature, please guide me through.
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.
Hey everyone,
The placeholder `{{agent.time_zone}}` currently gives you the city e.g. `Copenhagen´.
Are any of you aware if its possible to get the agent time zone in GMT/UTC format e.g. `UTC+01:00` though some other placeholder or magic?
Hi Johan!
I'm afraid it's not possible to customize the contents of a placeholder, plus the only coding language that works in signatures is Markdown. So it looks like there isn't going to be a way to do what you're looking for. Sorry to be the bearer of bad news!
We are setting up proactive text messages and when I send a manual text I can see that my signature is still attached. Each rep has a personal signature on their profile within their account.
What trigger needs to be set up to make sure that the signature is not attached to the SMS? See screenshot of example.
We still want the signature attached to all ticket emails we respond back to.
Hey Laura,
I was able to confirm internally that this is expected behavior to have agent signatures included in Proactive Text Messages created from the agent signature. Additionally, the triggers themselves do not include the agent signature. This is included by the Agent Signature field directly within the agents profile. I'm afraid there wouldn't be a way to set this up through a trigger either :-/ The best possible solution I can think of is to have the agents remove their signature from the Agent Signature box in their profile and instead include this in a macro the agent can apply when their replying back to non-SMS tickets. Granted this creates an additional step your agents need to take when updating tickets so I do realize this may not be the ideal solution for you.
Let me know if any of the above doesn't make sense as I'd be happy to explain further.
Thanks!
So im trying to do just a simple link in a signature. I understand markdown is the way to go but I don't want to confuse or change my agent's behavior with using markdown instead of rich text especially since rich text is the recommended setting. Is there a support article relating to what the differences between rich text and markdown? Is there any way to add a link in a signature without using markdown so it looks like this support community?
Hey Connor,
If you're referring to agent signature within an agents profile, you'd be limited to using markdown as rich text is not available within this field. You can find out more information regarding markdown in the following article: Formatting text with Markdown
We also have an article that goes over adding a hyperlink directly to your agent signature which you can pass along to your agents: How to add hyperlink to an agent signature
Otherwise you can update your Notify requester triggers and include the link using HTML if you'd like. If you prefer not to use the agent signature field within an agents profile then you can use HTML to provide a link along with the available Zendesk placeholders.
I hope the above information helps!
Thanks Jessie. In regards to "customize the contents of a placeholder" do you happen to know if this is being considered for a future update please?
Steve Henning
Managing Director
Best Consignment Shop Software
888-427-5779
Hey Steve,
There's no update on whether or not this will be considered for a future release unfortunately. However, I've gone ahead and passed your feedback along to the appropriate team.
Thanks for sharing with us!
Hello,
We have just linked our Zendesk to our Facebook page for Messenger. Wondering if there is a way to get our agent signature to appear when replying to these like they do when responding to emails?
Thank you.
Hi Charlee,
Agent signatures will not transfer over to Facebook posts unfortunately. Alternatively, you can create a "signature" macro and have your agents apply that on Facebook posts when replying to the ticket.
Hope this helps!
The article needs to be updated on how to add a common signature. To do this it is no longer found under Settings>Agents but has actually been moved to your Brands Page.
Hey Miles,
This article does mention where you'll find the signature option if you do have brands available on your plan. Not all plan levels include multiple brands so we have included the appropriate steps for both scenarios in the above article.
Cheers!
Please sign in to leave a comment.