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Adding an agent signature to ticket email notifications



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Charles Nadeau

Zendesk Documentation Team

Edited Feb 20, 2025


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40 comments

Is there an option to add the signature _only_ on the initial reply by the agent? 

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Francis Casino

Zendesk Customer Care

Hello Sami,
 
I hope you're doing well! I wanted to let you know that currently, there isn't a feature available to add the signature only on the initial reply by the agent. Signatures are usually added to all outgoing messages sent by agents from the agent interface, including subsequent replies in the ticket thread.
 

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If I want my agent signatures to show up in outbound texts, how would I do that? I haven't taken any steps to remove them, and while they show up in the Zendesk ticket on the agent side, our end-users are not receiving the agent signature in any texts.

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Hi,

I couldn't find an answer in the article or comments, so I have a question:

Is there an option to bulk update all our agents' signatures simultaneously to a customized signature? For example, we manually update agent signatures with links to upcoming webinars for our customers. Taking into consideration that we have different roles, can the role be customized for each agent in the bulk update?

Thank you!

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Gili Raffeld -

 

While role based customizations aren't possible at this time, the recommended best practice is for each agent to put only their name, title or other information that is unique to them on their profile.  Supplemental information like webinar registration links, company info and more ‘communal’ information can then be relegated to the ‘brand’ signature.

 

As the article notes, you can find this configuration under Admin Center > Agent Tools > Agent Interface wherein  the {{agent.signature}} placeholder takes the place of the personal agent information, while the communal information (ie: Love your Zendesk), is appended below.  

 

Note: this particular area uses Shopify's Liquid markup opposed to HTML so links would be formatted as follows:
[Click Here To Register For Our Webinar](https://linktoyourwebinar.com)

 

Hope this helps!

 

Brandon

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Hi Brandon (729) 

Yes very helpful, Thanks!

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Thanks Brandon (729) !

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Hello, after setting up my agent signature why it is not showing in the tickets that I'm replying to? 

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Michal - 

 

Two potential reasons.  First, make sure the {{agent.signature}} placeholder is present and properly formatted in the Brand Signature and/or Agent Interface section of the Admin Center.  Second, the signature will only appear on public replies after the ticket is submitted / updated.  Let me know if that resolves your concerns.

 

Brandon

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John Jenkins 
Did you get your problem sorted? I'm experiencing the same thing here. I'm trying to to use agent aliases rather than their real names by using

{{agent.signature}}

{{agent.name}}

And that works, but below that there's also their realname + the company name. So I'm guessing there's a placeholder somewhere that adds the last part in, but I don't know where it's located.

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