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How do I remove the agent signature from proactive outbound SMS messages?

Carl McDowell
  • Edited
Zendesk Customer Care
Disclaimer: This article is provided for instructional purposes only. Zendesk can't provide support for third-party apps. If needed, reach out to the app developer's support email address found under "App details" in the App Marketplace or try searching for a solution online.

Question

How do I remove the agent signature from proactive outbound SMS messages?

Answer

This solution uses a third-party app called Zignatures.

To remove the agent signature from proactive outbound SMS

  1. Make sure the signature fields in your Zendesk account are blank, so only the app will be applying signatures.
  2. Ensure that Rich content in email is enabled on your account to allow HTML.
  3. Install Zignatures from the marketplace on your Zendesk account.
  4. On the app configuration screen, in the Text or HTML of the signature field add the blow script. 
    {% capture tags %}
    {{ticket.tags}}
    {% endcapture %}

    {% if tags contains "proactive_text" %}
    {% else %}

    <br>--<br>
    {{current_user.name}}
    [{{ticket.account}}]
    <br>
    tel: {{current_user.phone}}
    <br>
    email: {{current_user.email}}
    <br>
    www: <a href='https://www.zendesk.com/' target=_blank'>www.zendesk.com</a>
    <br>

    {% endif %}
    If you want a signature for your SMS messages, add it after the if statement and before the else statement.

    Replace proactive_text with the same tag you use on your trigger. If you have multiple triggers you can add multiple if statements.
  5. Make any needed changes to the information.
    Note: You can't use the agent data placeholders when using the app, for example, agent.name or agent.phone. Instead, use the current_user placeholders.
    The screenshot below is an example of a configured signature:
    Settings.png
  6. On the ticket, make sure that Sign this comment and Sign all my comments are enabled to add the signature to the ticket you are responding to.
    Screen_Shot_2021-11-10_at_3.53.12_pm.png

  7. Press submit and the signature added to your ticket.

For more information, see this article: Understanding Liquid markup and Zendesk Support.

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5 Comments

  • William Flaugher

    Thanks for the post, Carl - this is very helpful. As one quick issue, I seem to be having problems with the "{{agent.signature}}" placeholder. While I do have a signature listed on my profile, and have added this string into the Zignatures app, nothing is appearing in the final signature being sent to the customer.

    Is there a different placeholder that we should be using or anything like that?

    0
  • Carl McDowell
    Zendesk Customer Care

    Hi William,
    When you are using the Zignatures app the first step above was to have the normal signature disabled:

    1. Make sure the rest of the signature fields in your Zendesk account are blank, so only the app will be applying signatures.

    As you only want what is configured in the Zignature app to be used for the signature.

    So you might want to make a test ticket where you use a different tag, and just work on how you want the signature to look using the Zignature app.

    0
  • Sadie S

    I'm having the same issue as William.  I've disabled the general signature, and I've removed all agent signatures.  I've configured the Zignature html as suggested, but I'm not seeing any signature come through on test tickets.  Can anyone assist?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Sadie, as the article above says, we're not able to provide support for third-party apps (for example, we simply don't have access to the underlying code). Please use the "Contact us" link on the Apps Markeplace page for the Zignatures app. Thanks!
    0
  • Carl McDowell
    Zendesk Customer Care

    Hi William and Sadie,
    I've got a new update to the article coming and I've been doing some testing one of the issue you may be running into is that you cannot use Agent data placeholders like {{agent.name}} or {{agent.phone}} in the Zignature app.

    Try this new code:

    {% capture tags %}
    {{ticket.tags}}
    {% endcapture %}

    {% if tags contains "proactive_text" %}
    {% else %}

    <br>--<br>
    {{current_user.name}}
    [{{ticket.account}}]
    <br>
    tel: {{current_user.phone}}
    <br>
    email: {{current_user.email}}
    <br>
    www: <a href='https://www.zendesk.com/' target=_blank'>www.zendesk.com</a>
    <br>

    {% endif %}
    0

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