Question
How do I remove the agent signature from proactive outbound SMS messages?
Answer
This solution uses a third-party app called Zignatures, which is not supported by Zendesk. Instead, to proactively reach out to your end users on either WhatsApp or SMS using a Zendesk developed app, check this article: Installing and using the Relay messaging app.
To remove the agent signature from proactive outbound SMS
- Make sure the signature fields in your Zendesk account are blank, so only the app will be applying signatures.
- Ensure that Rich content in email is enabled on your account to allow HTML.
- Install Zignatures from the marketplace on your Zendesk account.
- On the app configuration screen, in the Text or HTML of the signature field add the below script.
{% capture tags %}
If you want a signature for your SMS messages, add it after the if statement and before the else statement.
{{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 %}
Replaceproactive_text
with the same tag you use on your trigger. If you have multiple triggers you can add multiple if statements. - Make any needed changes to the information.
Note: You can't use the agent data placeholders when using the app, for example,
agent.name
oragent.phone
. Instead, use thecurrent_user placeholders
. - 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.
- Press submit and the signature added to your ticket.
For more information, see this article: Understanding Liquid markup and Zendesk Support.
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.
37 comments
Benj Gilman
There is no way to suppress the default ZD signatures? We have multiple brands. This is not a solution.
1
Destiny
Regarding SMS notifications, the only alternative that seems viable at this point is the one suggested by my colleague, Carl. However, if you're interested in multibranding your email, you can do so by following the instructions in this guide: Using the email template with multiple brands.
If these suggestions still don't address your needs adequately, please share more about your specific use case and any feedback you might have. By doing so, I can bring this up with our product champions to search for the most suitable solution for you. I understand the importance of this capability for you, and I am committed to doing everything possible to find a suitable workaround.
0
Benj Gilman
Trying to leverage HTML to help me but it does not seem to be reading properly. Any ideas:
{% capture tags %}
{{ticket.tags}}
{% endcapture %}
{% if tags contains "send_sms" %}
<br> <br>
{% else %}
<br>--<br>
{% capture tags %}
{{ticket.tags}}
{% endcapture %}
{% case ticket.tags %}
{% if ticket.brand == 'Brand1' %}
<p>Thank you for choosing Brand1 Support!</p>
<!-- Brand1 Signature Elements -->
{% elsif ticket.brand == 'Brand2' %}
<p>Best regards from Brand2 Support!</p>
<!-- Brand2 Signature Elements -->
{% else %}
<p>Thank you for contacting Support!</p>
<!-- Default Signature Elements -->
{% endif %}
</body>
</html>
0
Carl McDowell
I've moved your conversation into a ticket as I need to confirm some details on what you are trying to achieve, so discussion this via a ticket is going to be best.
But it looks like your above code isn't going to work quite right and you would need to review the article on Using Liquid markup to customize the formatting and placement of text in comments and email notifications
If the brands have Generic phone numbers and emails associated then that can all be built as you are trying to achieve, but we will just need to fix the coding and determine which things that you are needing to determine.
0
Kathleen Burggren
Apologies if this is the wrong article ot ask this question on - if I do 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 receiving the agent signature in any texts.
0
Ross Newton
Another obvious missing feature in the Zendesk platform that requires a third-party paid plugin.
0
Andrey Sarapulov
Ross Newton
This is a free Application that is used by hundreds of businesses.
It is well supported by the App developer.
0