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, an administrator can also add brand information to the signature. If allowed by admins, agents can personalize their signature. If you're using side conversations (Suite Professional and above), personal agent signatures are included on email side conversations.
This article includes the following topics:
Using placeholders in agent signatures
Placeholders are references to agent and other data stored in Zendesk. 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 Placeholders reference for business rules: 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
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface.
- 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 (Suite Growth and above or Support Enterprise)
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 )
- In Admin Center, click
Account in the sidebar, then select Brand management > Brands.
- Depending on how your brands and department spaces are configured, you'll see one of
the following options:
- If you have one brand, the Agent signature text box displays.
- If you have multiple brands, the Branded signature text box displays.
If you have one brand, click the brand name you want to add a signature to. If you have department spaces turned on, click the options menu icon (
) next to the brand you want to update, then click Edit.
- In the Branded signature or Agent signature text box, enter the
information you want to include in the selected brand's signature. You can enter the
information above or below the agent signature placeholder:
- Click Save.
- 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).
{{agent.signature}}
placeholder in either the common agent signature or a branded agent signature.To add a personal agent signature
- In Zendesk Support, click your user icon in the upper-right corner and select View profile.
- 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.
40 comments
Sami
Is there an option to add the signature _only_ on the initial reply by the agent?
0
Francis Casino
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.
0
Kathleen Burggren
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.
0
Gili Raffeld
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!
0
Brandon (729)
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
2
Gili Raffeld
Hi Brandon (729)
Yes very helpful, Thanks!
0
Dainne Kiara Lucena-Laxamana
Thanks Brandon (729) !
0
Michal
Hello, after setting up my agent signature why it is not showing in the tickets that I'm replying to?
0
Brandon (729)
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
0
Daniel Nordh
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.
0