Adding an agent signature to ticket email notifications

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14 Comments

  • Grant Gartland

    Should I be able to use Ticket Organization Custom Fields in Brand Signatures?

    I am trying to get the brand signatures to include something like "You are on a Free Support Plan, see our website for details."  Where the Free portion is replaced by the appropriate value found in a dropdown in the ticket's organization.

    I tried using {{ticket.organization.custom_fields.support_plan.title}} where support_plan is the field key, but nothing is populated.  I even tried {{ticket.organization.name}} and it didn't populate.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Grant,

    Unfortunately, the ticket placeholder class is not supported in agent signatures – as the article above states:

    "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 Dave Dyson) is not supported. For a list of placeholders allowed in agent signatures, see Zendesk Support placeholders reference: Agent data."

    Perhaps you can add the information you're wanting to do in a macro, or in the trigger email notification body instead?

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  • Tim Grimshaw

    I was trying to do exactly the same as Paul super helpfully described in this comment: https://support.zendesk.com/hc/en-us/articles/203691076/comments/204241858

    But was pulling my hair out trying to get it to work. The parameter may have changed in the last 6 years! (haha) but I found that to use custom user fields in the signature, you now have to use:

    agent.custom_fields.fieldkey

    (Where 'fieldkey' is the field key created when configuring the custom user field... and also note the 's' at the end of fields which now appears to be required!)

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  • Dave Dyson
    Zendesk Community Manager

    Thanks, Tim!

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  • Vikas mishra

    Thank you for solution

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  • Jen Ma

    Hello! We have enterprise support and we are looking to customize our agent signature. We have multi-brand enabled as well. We would like to add each brand logo to the agent's signature. If our logo is hosted in our help center on Zendesk. How do we add it to the agent's signature?

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  • Austin Killey
    Zendesk Customer Care

    Hey there @...!

    With that logo hosted in your help center: You're all set to right-click on on that specific image while viewing your help center, and then click on "Copy Image Address" or "Copy Image URL".  The copied URL will likely begin with something like this: "https://theme.zdassets.com/theme_assets/...

    With that URL ready to go, you can display that image in your agent signatures using Markdown formatting just like this, where you can choose to display that image as-is or make it a clickable link.  

    Thanks again for reaching out Jennifer, and let us know if you need anything else!

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  • Florian Vannier

    hi @... make a try with this : https://www.zendesk.fr/apps/support/signsolvr/

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  • Jen Ma

    @... Thank you for the suggestion, however, we are not looking to purchase an app to solve this issue. We would like to do it natively in Zendesk.

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  • Jen Ma

    @... - Thank you for your help! I added it to the agent signature block under the brand and it showed up in the ticket, but it didn't show up in gmail. Can you tell me why? The file size is 15.3 kB.

    Thank you!

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  • Sara Silva

    Hi there. How do I prevent agents from personalizing/adding to their own signatures?

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  • Nikki

    I've been an admin of ZD for years, but I just switched companies, and I don't know why this is stumping me!

    We have a common signature (not agent ones yet), and I thought it would be appended to all email notifications sent out via automations as well (such as, "your ticket has been pending for 2 days.") But it seems to only go out on email notifications that contain a new public comment directly from an agent.

    "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."

    ^ Since this says "and outgoing email notifications" I would've expected that to include automations as well.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Sara Silva & Nikki

    Thanks for writing in!  Sara - for your question you can disable agent signatures by following these steps.  Unfortunately Zendesk doesn't have the option to restrict an agent from editing their own signature at this time, but this should at least allow you to standardize it.

    Nikki - As you've noted above, the common signature is for all of the agents.  Since the automations are sent from the system versus an agent, this common signature would not be included.  That said, you could work around this by including your common signature in the comment/description of the automation itself, thus bypassing the need to integrate the existing one.  Hope this helps!

    Brandon Tidd
    729 Solutions

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  • Sara Silva

    Hey Brandon,

    Thank you very much for your help!

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