Using Liquid markup to set agent signatures Follow

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10 comments

  • Avatar
    Sander Scheer

    Nice explanation! But, I think the main issue for some people is that you can't use ticket-level information in the signature. For that problem, I wrote an app that adds a dynamic-content placeholder at the moment of submitting a ticket update. This app can be found on Github: https://github.com/printdeal/zendesk_addsignatureforbrand

  • Avatar
    Jessie - Community Manager

    Thanks for sharing your app, Sander!

  • Avatar
    Gabe Masiulis

    I'm having a bit of trouble using this with tags. For instance, we want to remove the agent signature when the tag 'burstsms' is present, so that we don't take up a bunch of characters when we send SMS.

    {% unless ticket.tags contains 'burstsms' %}
    {{agent.signature}}
    {% endunless %}

    The above should be working, but I'm getting a signature even when that tag is present on a ticket. Any ideas?

  • Avatar
    DJ Jimenez (Edited )

    From the comments in a different post ( - https://support.zendesk.com/hc/en-us/articles/203662156?page=1#comments), I tried the following and it also didn't work:

    {% capture tags %}
    {{ticket.tags}}
    {% endcapture %}
    {% if tags contains "sms_ticket" %}
    {% else %}
    {{agent.signature}}
    {%endif %}

     

  • Avatar
    Sander Scheer

    Hi Gmasiulis and DJ Jimenez,

    Unfortunately, you can't use ticket-level placeholders in the signature. That is exactly the reason why I developed the app I mentioned before, to add a dynamic-content signature placeholder before the ticket update is actually submitted.

    This works very well for us, so please take a look at the app.

  • Avatar
    Alex Culligan

    Sander is correct. This article only works for certain things.

    Like I explain earlier, "only the "agent", "current_user", "account", and "dc" (dynamic content) placeholder classes are supported inside signatures. The ticket placeholder class, such as {{ticket.assignee.name}}, is not supported inside signatures." So tags will not work.

    Sander's app is a nice workaround!

  • Avatar
    Matouš Kučera

    I¨ve created a feature request for ticket level information in agent signature Liquid markup. Feel free to upvote the feature.

    https://support.zendesk.com/hc/en-us/community/posts/219685248-Agent-Signature-Liquid-markup-Ticket-Level-Information

  • Avatar
    Joseph W. (Edited )

    I'm having some trouble getting custom signatures to populate for custom roles (we have enterprise). When users in the specified roles respond to the tickets is always comes out as agent name and the company name. Any Ideas?

    This is what we have our signature set to.

    {% if agent.role == 'Customer Experience Manager' %}
    {{agent.first_name}}
    Customer Experience Manager
    {% elsif agent.role == 'Administrator' %} 
    {{agent.first_name}}
    {{agent.signature}}
    {% else %} 
    {{agent.first_name}}
    {% endif %}
    Company name
  • Avatar
    Jessie - Community Manager

    Hey Joseph! Welcome to the Community! 

    I'm checking to see if somebody can help you with this. Stand by!

  • Avatar
    Fernando Duarte

    I use the following code to split an email.  Perhaps this will help

     

     {% if current_user.first_name contains '.' %}{% assign rname = current_user.first_name %}{{ rname  | split: '.' | first | capitalize}}

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