Adding an agent signature to ticket email notifications

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30 Comments

  • Pablo Riboldi

    I'd like to request/suggest adding HTML Signatures for agents. It seems like this would be the simplest and easiest way to format individual signatures with logos or images. 

    2
  • Tim G
    Zendesk Luminary

    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!)

    1
  • Erinea Ravasio

    Is there any way to have the personal agent's signature overwrite the common agent's signature?

    1
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    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

    1
  • Florian - SEIF Partner
    User Group Leader
    Zendesk Luminary

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

    0
  • 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!

    0
  • Sara Silva

    Hey Brandon,

    Thank you very much for your help!

    0
  • Sara Silva

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

    0
  • Zsa Trias
    Zendesk Customer Care

    Hello Max,

    The signature field from the "Brands" page is the one being sent out to your notifications. It acts as the global signature applied to notifications sent by any agent when the brand is used. 

    But if you wish to add agent data you can add the {{agent.signature}}placeholder, and that should return the agent's personal signature from his/her profile. Just like the example above: 

    0
  • Eric Wilson

    I can't seem to find any way to disable the brand level signatures for the SMS channel? Is there one?

    0
  • Dave Dyson
    Hi Tatiana,
     
    In order to achieve the formatting you want, it's probably best to make the entire signature an image and then use the clickable image technique in this article: How can I add a hyperlink or image to my signature? In this case, your image would need to be uploaded to a public image server, or uploaded as an asset to your Help Center – see Using your own theme assets for help center if you want to do the latter.
     
    It is possible to have an image that's above or below some text in your signature -- see Dan Ross' comment here.
     
    0
  • Dave Dyson
    Hi Pablo,
     
    Here's the best thread in our product feedback forums to upvote and add your use case to: Feature Request: HTML or Rich Text Editor for Signatures
     
    0
  • Zsa Trias
    Zendesk Customer Care

    Hi Max,

    You're right. If you don't have brands, your global signature would be set up in Workspaces > Agent Interface. If you have brands, setting your signature would be moved to the Brands page so you can set up a global signature for each brand.

    Here's a screenshot of how the Workspaces > Agent Interface settings would look like if you have brands:

     

    0
  • Dave Dyson
    HI Eric,
     
    Here's a workaround that may work for you -- by replacing the native Zendesk signatures and using this free third-party app, you can use a script that will prevent signatures from being sent in outgoing SMS messages: How do I remove the agent signature from proactive outbound SMS messages?
    0
  • 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.

    0
  • John Jenkins

    I am a little confused, we have our signatures set up to allow for individual agent signatures however there is a template somewhere that continues to populate signatures for each agent.  I have added a custom signature to my profile but it stacks on top of this templated signature which I am not able to locate in existence.  We do not have brands set up so I am only updating in the agent interface section of the Admin page.  Anyone have any ideas?

    0
  • Max

    Hello Zsa, thank you for your answer, however it was not exactly the point of my question.

    When I'm talking about Agent Interface tab it is not the agent profile, but in the admin in Workspaces > Agent Interface.

    Is the rule the following :

    Setup agent signature through Workspaces > Agent Interface until you have a multibrand instance, then setup agent signature through Account>Brands

    Thank you for your answer

    0
  • Vikas mishra

    Thank you for solution

    0
  • Dave Dyson

    Thanks, Tim!

    0
  • Dave Dyson

    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?

    0
  • 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!

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hi Jason, thanks for writing in! 
     
    Currently, adding colors to our agent signature is natively not supported at the moment. However, they can be edited using Markdown allowing you to use italics and bold as well as adding pictures and hyperlinks to the signatures. You can find more information about how to use markdown on Zendesk here: Formatting text with Markdown. You may also consider editing your email templates per brand to uniquely present your brands in addition to signatures
     
    Additionally, we want to take this opportunity with you to share this article that might help you in the future to know when you can use HTML and when you can use Markdown in Zendesk: Where can I use Markdown and HTML in Zendesk Support?  
     
    We hope this information helps! 
    0
  • 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.

    0
  • Max

    Hi there,

    I am not sure to spot the difference between :

    • adding a signature from the Brands tab
    • adding a signature from Agent Interface tab

    The article says the brand signature won't override the agent interface one, but does that mean it just takes the common signature and adds a specific brand line ? Because from what I see, both are equals now and only contain {{agent.signature}} placeholder. Thank you

    0
  • 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?

    0
  • 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.

    0
  • Niraj Makwana

    Hi, was wonder why added the signature in the View profile is always like a big font, can this changed so its in line with the under text?

    0
  • Jason Wong

    Can you add colour to text in a user or brand signatures?

    0
  • Niraj Makwana

    @... Thank you Dave, I was able to get the issue resolved, by raising a ticket and the Zendesk agent getting in touch. 

    Thanks

    0
  • Dave Dyson
    Hi Niraj, and welcome to the community! For the best visibility to our product team, can you create a post in our Feedback - Ticketing System (Support) topic, using this template to format your feedback? Thanks!
    0

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