Adding an agent signature to ticket email notifications

What's my plan?

You can specify an agent signature in all public ticket comments and outgoing messages when an agent responds using the agent interface. This signature doesn't appear if the agent responds to a ticket by email or in email notifications sent automatically through triggers or automations.

Admins can add a common signature for all agents on the account. If you're using multiple brands in Zendesk Support, an administrator can also add brand information to the signature. If allowed by admins, agents can personalize their signature. On Suite Professional plans and above, personal agent signatures are included on email side conversations.

This article includes the following topics:

• Using placeholders in agent signatures
• Adding a common agent signature
• Adding a branded agent signature
• Adding a personal agent signature

Using placeholders in agent signatures

Placeholders are references to agent and other data stored in Zendesk Support. For example: {{agent.email}}. 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 {{ticket.assignee.name}}) is not supported.

Not all placeholders are supported in signatures. For a list of placeholders allowed in agent signatures, see Zendesk Support placeholders reference: Agent data. For general information on placeholders, see Using placeholders.

Adding a common agent signature

An administrator can add a common signature for all agents on the account. For example, you can include your company name and tagline in the signature.

Agent signatures are added to outgoing messages when an agent responds with a public comment from the agent interface.

To add a common agent signature

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
2. In the Signature text box, enter the signature text and any placeholders.

   {{agent.signature}}
   Love your Zendesk

   The {{agent.signature}} placeholder is included by default and allows agents to customize their personal signature. Remove the placeholder if you don't want agents to customize their signatures.

Adding a branded agent signature

(Support Enterprise or Suite Growth and above) If you're using multiple brands, you can create a custom signature for each brand. Creating a signature for each brand allows you to add brand-specific information to the agent signature.

Branded agent signatures are included when an agent responds to a ticket with a public comment from the agent interface. Agent signatures, and any brand-specific information you add to them, aren't included in email notifications sent automatically through triggers or automations.

If you want to include other brand-specific information in outgoing emails to customers, make sure you've updated your email template for multiple brands.

To add branded agent signatures (Support Enterprise or Suite Growth and above )

1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
2. Expand the brand you want to update.
3. In the Agent signature text box, enter the information you want to include in that brand's signature. You can enter the information above or below the agent signature placeholder:

   

4. Click Save changes.
5. Repeat as needed for your other brands.

Adding a personal agent signature

As an agent, you can add a personal signature to all your public ticket comments and outgoing email notifications you send from the agent interface. Your signature can include any text such as your name and position, your group, contact information, and so on. Use Markdown for advanced customization (see Formatting text with Markdown).

Note: To allow agents to add personal agent signatures, an admin must include the {{agent.signature}} placeholder in either the common agent signature or a branded agent signature.

To add a personal agent signature

1. In Zendesk Support, click your user icon in the upper-right corner and select View profile.
2. In the Signature text box in the left sidebar, enter the signature text and any placeholders.

   Regards,
   
   Jane Tolland
   Customer Care Associate
   {{agent.email}}

Any text that your admin has configured in the common signature or a branded signature is included with your customized personal signature.