Using Liquid markup to set agent signatures

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12 Comments

  • 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

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  • Jessie - Community Manager

    Thanks for sharing your app, Sander!

    0
  • 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?

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  • DJ Jimenez

    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 %}

     

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  • 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.

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  • 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!

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  • 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

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  • Joseph W.

    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
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  • Jessie - Community Manager

    Hey Joseph! Welcome to the Community! 

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

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  • 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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  • Cedric Jacob

    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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  • Brandon Kreines

    This would be really cool if it could work for custom fields as well. I actually don't understand why it doesn't, but Zendesk support confirmed for me. Basically, the way we do things now, agents select a "Category" of ticket before closing it out. Some of these categories are something where we don't want to actually sign the ticket with an agent's name. So I'd love it if we could use liquid markup to say something like {%if ticket.ticket_field_option_title_customfieldIDHERE == 'Nosig' %} etc. to build out conditions as to when a signature is sent or not. 

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