Adding an agent signature to ticket email notifications

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65 Comments

  • Cedric Jacob
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    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

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  • Cedric Jacob
    Comment actions Permalink

    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

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  • Lila Kingsley
    Comment actions Permalink

    @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

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  • Jessie Schutz
    Comment actions Permalink

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

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  • Irene
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    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

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  • Nicole - Community Manager
    Comment actions Permalink

    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. 

     

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  • Bybrand
    Comment actions Permalink

    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.

    1
  • Nicole - Community Manager
    Comment actions Permalink

    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

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  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for posting it. 

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  • Regan Ryan
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    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
  • C.H. Huang
    Comment actions Permalink

    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

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  • Bennett Brown
    Comment actions Permalink

    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. 

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  • Henrik Urlund
    Comment actions Permalink

    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?

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  • Bennett Brown
    Comment actions Permalink

    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!

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  • Mike Podesto
    Comment actions Permalink

    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... 

     

    --
    NAME NAME
    Founder & CEO
     
    c. (123) 456-7890
    a. ADDRESS ADDRESS St, ADDRESS, CO 11111
     
     
    Trustpilot rating
    Trustpilot Stars 
    Trustpilot Logo
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  • Chandan Arora
    Comment actions Permalink

    Hey,

    I am unable to add a hyperlink to text in the signature, please guide me through.

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  • Jessie Schutz
    Comment actions Permalink

    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.

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  • Johan
    Comment actions Permalink

    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?

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  • Jessie Schutz
    Comment actions Permalink

    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!

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  • Laura
    Comment actions Permalink

    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. 

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  • Brett - Community Manager
    Comment actions Permalink

    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!

    -1
  • Connor Mathena
    Comment actions Permalink

    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?

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  • Brett - Community Manager
    Comment actions Permalink

    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!

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  • Comment actions Permalink

    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

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  • Brett - Community Manager
    Comment actions Permalink

    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!

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  • Charlee
    Comment actions Permalink

    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.

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  • Brett - Community Manager
    Comment actions Permalink

    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!

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  • Miles Dunn
    Comment actions Permalink

    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.

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  • Brett - Community Manager
    Comment actions Permalink

    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!

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