Signatures are an easy way to make the replies sent by agents more personal. However, what happens when you want a signature that is the same for most agents, but have a specific agent use a different signature or no signature at all? You could ask all the agents to set the signature you want them to use, but that might not give you the results you want and could create inconsistency. Instead, you can use Liquid markup to set custom signatures for select agents.
This article contains the following sections:
Editing the existing signature
By default, the account-wide signature is the placeholder
{{agent.signature}}
, which references the signature each agent sets in their user profile page. You can edit this account-wide signature using Liquid markup. For information about Liquid markup see, Using Liquid markup to customize comments and email notifications .
To change an account-wide signature
- In Admin Center, click the Workspaces icon (
) in the sidebar, then select Agent workspace > Agent interface.
- In the Signature text box, enter your Liquid markup. The example Liquid markup below performs the following actions:
- Edits the signature for an agent with a specific name.
- Edits the signature for an agent with a specific email.
- Provides signature text for every other agent.
{% if agent.name == 'Peter Piper' %}
{{agent.organization}}
{% elsif agent.email == 'c.gonzalez@umbrellacorp.com' %}
{% else %}
{{agent.name}}
Umbrella Corp.
+1 (888) 123-4567
{% endif %}
For information on other placeholders you can use see, Additional signature placeholders.
Example signature results
In this section, you can see how agent signatures will appear when using the example Liquid markup.
If the agent is Peter Piper, his signature is the name of the organization to which he belongs.
If the agent's email address is c.gonzalez@umbrellacorp.com, her signature will be blank.
agent.email
placeholder is useful for when you have more than one agent with the same name.
If the agent is not Peter Piper or c.gonzalez@umbrellacorp.com, their signature will be the text entered at the end of the Liquid markup.
Additional signature placeholders
You can use a variety of placeholders inside the agent signature area. Keep in mind that only the "agent", "current_user", "account", and "dc" (dynamic content) placeholder classes are supported inside signatures. The ticket placeholder class, such as
{{ticket.assignee.name}},
is not supported inside signatures.
Below are the additional recommended placeholders:
Placeholder | Description |
---|---|
agent.name | The agent's full name (or alias, if present). |
agent.first_name | The agent's first name. |
agent.last_name | The agent's last name. |
agent.role | The agent's role. |
agent.email | The agent's email address. |
agent.phone | The agent's phone number. |
agent.organization.name | The agent's organization name. |
agent.language | The agent's language. |
agent.time_zone | The agent's time zone. |
For a complete list of available placeholders see, Placeholders reference .
15 comments
Luke Alexander
I don't understand why ticket.requester.language is not possible to reference in liquid for agent signatures. If you have multilingual agents, it should be possible to have not just macros that change language with dynamic content, but also agent signatures. Am I missing something here?
3
Anton Olenev
Hey Zendesk experts,
I need to set up a custom disclaimer in an agent signature depending on the group that a ticket belongs. I thought I can use ticket.group.name with dynamic content but you don't support 'ticket' in signatures. What can I use instead?
And +1 to Luke's claim.
1
Austin Killey
Luke Alexander and Anton Olenev, thank you both for reaching out:
Luke - that's some super solid context, and I do have to agree on the use cases here being super important for multilingual agent signatures. I'll have a workaround for you and Anton shared below, but if you haven't already, I absolutely want to recommend making your voice heard through a feature request in our feedback forums here. It'll be super important to have a Zendesk admin like yourself being the one to initially submit that feedback so our product teams can track it.
Anton and Luke - got you covered with a couple options here:
The most readily available and native option that we could throw in as an immediate workaround is relocating the text of agent signatures away from the *actual* agent signature area, and instead pasting it within your trigger email notifications, since we can thankfully use all the Liquid conditions and language-specific text we want in the email bodies of trigger notification actions.
For my personal recommendation though, I feel that both of you would be much better off with a 3rd-party option by using this Support app called Zignatures. Not only is it free, but it acts like a quick little text injector: You can add just about any Liquid or language conditions you can think of, and the Zignatures app can take over as the dedicated agent signature area.
That app also supports some HTML formatting as well, so not only could you set up multilingual signatures or condition-based text, but you could also use extra font/style HTML formatting beyond what our native agent signatures can do with Markdown language. While Zendesk wouldn't be able to officially guarantee its performance, I use it often on my own and can vouch for it as a good solution here.
Thank you both for checking in here - let us know if you need anything else!
1
Shayan Moussawi
Is there any way to hide the signature in Agent Workspace? (With liquid markup perhaps?)
0
Brett Bowser
You should be able to navigate to Admin Center > Workspaces > Agent Tools > Agent Interface and remove the agent signature text from there.
You'll just want to make sure you hit the save button before exiting that page.
Let me know if that doesn't get you the results you're looking for.
Thanks!
0
Shayan Moussawi
Hello Brett Bowser
The setting you described just refers me back to the brand page, where I can set up signatures.
Just to be clear. What I want to achieve is, sending out the Signature to the customer. I just don’t want it to appear for the Agent in Agent Workspace.
0
Brett Bowser
Thanks for the clarification! I did some digging but I wasn't able to find a way to remove this from Agent Workspace at this time. I'd recommend creating a feedback post in our Feedback - Ticketing System (Support) topic since that topic is actively being monitored by product managers in charge of this functionality.
Let me know if you have any other questions in the meantime!
0
Yvonne P.
Detailed Question on this: having a clickable logo in our agent signature in the brand setting (that works already) but i need it to work dynamically, so eg. when customer language is german = logo should lead to www.brand.de / when customer language is english = logo should go to www.brand.com
I assume this should be possible with liquid markup, BUT I am new to this - so hoping someone here can help.
In brand setting "signature" right after the logo - can I just add something like this:
{% when 'Italiano' %}(www.brand.it)
{% when 'German' %}(www.brand.de)
{% when 'English' %}(www.brand.com)
Appreciate anyone trying to help out on this :)
Kind regards,
Yvonne
2
Riah Lao
Hi Austin Killey or anyone who can help,
We use 2 dynamic contents for the agent signature and we want to show different dc2 signature depending on the Ticket group.
Ticket group=ABC:
Sincerely,
[agent signature] = dc1
[Your "company_name" Team] = dc2
Ticket group=123:
Sincerely,
[agent signature] = dc1
[Your "company_name" Team] = dc2
-------------------------------
Share your feedback on XYZ!
www.xyz.com
How can we achieve this using the email notification trigger? I tried below but it does not show any signature at all after the actual agent comment. We removed the agent signature from the Brand settings by the way.
Thanks in advance.
Trigger email notification body:
Your request ({{ticket.id}}) has been updated. To add additional comments, reply to this email.
{{ticket.comments_formatted}}
group={{ticket.group.name}}
{{dc.automation_trigger-signature_sincerely}}
{% if {{ticket.group.name}} == 'ABC' %}
{{dc.signature1}}
{% else %}
{{dc.signature2}}
{% endif %}
0
Sydney Neubauer
Riah Lao
You are very close! It looks like you have {{}} when it shouldn't:
{{dc.automation_trigger-signature_sincerely}}
{% if ticket.group.name == 'ABC %}
{{dc.signature1}}
{% else %}
{{dc.signature2}}
{% endif %}
0
Riah Lao
Hi Sydney Neubauer,
That kinda worked, but the signature is also displayed at the end of the entire thread. The dc markups are not displayed correctly too. This worked before when the dc placeholder was directly from the Brands section. Any suggestions to fix that? Thanks!!
0
Sydney Neubauer
Couple of things:
1. DC formatting: Do you have any HTML formatting in you dc? There is a bug right now where formatting is showing. You have to add {{"}} in your DC so that it renders the text with the formatting. It is their temporary fix as right now, DC REQUIRES a placeholder in the DC to render formatting.
2. As for displaying the entire thread, that is due to the placeholder you are using: {{ticket.comments_formatted}}
You might want to change up the placeholder you use: Zendesk Support placeholders reference – Zendesk help
We use "{{ticket.latest_public_comment_html}}" and it shows the most recent comment. If you want to have the history of the thread included but only show most recent comment first, you can update your Email template to include " {{quoted_content}}". Customizing your templates for email notifications – Zendesk help
0
Riah Lao
Hi,
Thanks for your inputs Sydney Neubauer. We actually did not use the trigger anymore as we changed requirements. Instead of checking for ticket group, we want to fire it only for top agent performers so we used the agent organization field instead (as a workaround) to identify that:
We moved the if condition from the email notify trigger to the DC instead. However, if we check for agent.organization == "XYZ", it does not work. But if we do it like this below, it works:
0
Sydney Neubauer
Riah Lao I feel like the "agent.organization == "XYZ" should work so that may need to be reported to ZD to look into
But glad to hear you were able to get it to work
0
Alex C
Hello! Was hoping someone on this thread could help, because I feel the answer is already here but I'm not able to interpret it for my own uses. We want to change the signature depending on ticket group. I'm trying this in dynamic content and then just using the {{dc.conditional_agent_signature}} placeholder in the brand signature. However, even when the ticket group is Site Support, I keep seeing the “else” option, and not the agent's specific signature. Can you spot something wrong with my markup?
0