Adding an agent signature to ticket email notifications

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79 Comments

  • Michael H
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    @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

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  • Laura
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    @michael H...thank you!! 

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

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  • Brett - Community Manager
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    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!

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  • Vianey
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    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!

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  • Fabio Strasser
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    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!

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  • Nicole - Community Manager
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    Hi Fabio -

    You should be able to use that placeholder in Macros; what issue are you running into?

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  • Nicole - Community Manager
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    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 .

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  • Fabio Strasser
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    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? ;-)

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  • Brett - Community Manager
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    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!

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  • YU-CHENG LI
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    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

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  • Dan Ross
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    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. 

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  • YU-CHENG LI
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    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

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  • Dan Ross
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    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.

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  • YU-CHENG LI
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    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

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  • Brett - Community Manager
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    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!

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  • Toa Bhaduri
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    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?

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  • Brett - Community Manager
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    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!

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  • Gregory Muir
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    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! 

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