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

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34 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.

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  • 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?

    1
  • Dave Dyson
    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 %}
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  • Coach Robin Patton

    Is there any updated solution to this problem that does not involve using a third party app?

    2
  • Philip G.

    This app is no longer supported and does not work with agent workspace.

    We need the ability to not include a signature in the reply when connecting to SMS platforms. 

    The signature should not be saved in the body of the message.

    Please enable this! Thank you!

    2
  • Carl McDowell
    Zendesk Customer Care

    Hi Philip,
    I am not having any issues using the app in my Zendesk account with Agent workspace enabled.
    And the app still appears to be supported.
    Can you confirm where you we advised that it is not supported?
    If needed please open a ticket with the support team, and we can have a closer look into the issue you are having getting this working.

    0
  • Philip G.

    Hey Carl-McDowell I could not get this to work in the Agent Workspace. It's a pretty straight forward install too. 

    I search for help and the Git says:  "This repository has been archived by the owner. It is now read-only." Support is no longer available unless you know how to reach them in a different way? 

    I already created a support ticket and Zendesk came back empty handed and suggested that I make the comment above to show this is needed by more users. I can create another ticket for you to look at if you feel you can make it work?

     

    0
  • Andrey Sarapulov

    You can download the App from the marketplace. It perfectly works!

    For technical questions feel free to contact the App developer.

    0
  • Meilech Knopfler

    +1 I would like too turn off signatures in the comments alltogether.

    0
  • Rudolph Beaton
    Zendesk Luminary

    Adding my voice to the chorus of folks requesting the ability to natively disable signatures in SMS

    0
  • Nabil Sabih

    Jumping on this as well. I've been trying many solutions and nothing seems to work, especially the app noted in this article. A solution internally would be great.

    0
  • Andrey Sarapulov

    Meilech Knopfler

    Rudolph Beaton

    Nabil Sabih

    Can you be more specific? What exactly didn't work for you?

    0
  • Nabil Sabih

    Andrey Sarapulov, I've added the requirements to have the signature removed, but unfortunately, it's still coming up each time we send an SMS.

     

    0
  • Andrey Sarapulov

    Nabil

    the "outbound_sms" tag should be added to the ticket by, say, a macro when someone is sending the SMS. Is this happening?

    0
  • Nabil Sabih

    Andrey Sarapulov
    We are definitely using the tag when sending outbound SMSs, but the app hasn't been removing the signature.

    0
  • Andrey Sarapulov

    Nabil, I don't see from your code sample where the "Thanks, Nabil Labs Support Leader" text coming. I assume it may be the native Zendesk signature. If so, then you need to disable it.

    0
  • Meilech Knopfler

    If a ticket gets opened via SMS then there will not be signature sent and any replies can exclude the signature. If a proactive ticket is opened via SMS there is no way to not include the agent's signature.

    0
  • Kevin

    Hi, 

    Can someone assist me with this problem. 

    I had this created to remove the signature for a specific tag. We still need to use it in majority of our tickets.
    Apparently, the code is working perfectly when being used for Emails and Pro-Active Outbound SMS. 

    But if the customer escalates a ticket and an Agent sends a response the HTML code of the signature appears on the signature. 


    0
  • Andrey Sarapulov

    Kevin,

    Consider minimizing the HTML code (e.g. removing line breaks) -> adding it into Zendesk Dynamic Content -> save the Dynamic Content placeholder into the Zignatures App setting. Then tends to solve the HTML rendering issue.

    0
  • Andrey Sarapulov

    Meilech,

    I suspect by proactive ticket you are referring to a situation when an Agent is creating a new ticket from Zendesk Support. 

    I suspect that the condition in the liquid code used in your Zignaures App config may not consider the scenario like that. I assume that amending them may do the trick.

    0
  • Benj Gilman

    Hi There,

    Is there any feature available that would allow different signatures depending on the brand of the end-user? A simple toggle between brands with unique signatures, for example. Thanks

    0
  • Andrey Sarapulov

    Hey Benj,

    The signature inside the Zignatures App is usually "programmed" to figure out the brand (or other attribute) and deliver the right signature without any extra actions. Do you have a particular example in mind?

    0
  • Carl McDowell
    Zendesk Customer Care

    Hi Benj,

    You could use the placeholder {{ticket.brand.name}} in the Signature code so that it will add the ticket brand details related to the brand the ticket is assigned to.

    0
  • Benj Gilman

    Carl-McDowell Appreciate your input. Would you happen to have an example of what that would look like in the signature code? Thanks

    0
  • Benj Gilman

    Also having trouble including a picture--where should that live?

    0
  • Carl McDowell
    Zendesk Customer Care

    Hi Benj,
    You can use code like this:

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

    {% if tags contains "proactive_text" %}

    {% else %}

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

    <img src="https://assets.website-files.com/5a0242c3d47dd70001e5b2e9/645ab438d474f26ac14e89e1_Primary%20logo.svg" alt="Zendesk" style="width:50px;height:50px;">

    {% endif %}

    You can see what each part does in this image
    This is what it looks like when added to a ticket:

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  • Benj Gilman

    Thanks for this! Are there any placeholders that would populate a desired email and phone number based on brand and not the agent?

    0
  • Destiny
    Zendesk Customer Care
    Hello Benj,
     
    Having reviewed our placeholder reference list, as outlined in the article "Zendesk Support Placeholders", it appears that placeholders for brand email and phone numbers are unfortunately not currently available. 
     
    Despite my efforts to find alternatives, it appears that there currently isn't any feasible workaround available. 
    0

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