Using Liquid markup to set agent signatures

What's my plan?

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.

Note: This tip does not cover creating a basic agent signature. For beginner's information on agent signatures see, Adding an agent signature to ticket email notifications .

This article contains the following sections:

• Editing the existing signature
  
• Example signature results
• Additional signature placeholders

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

1. In Admin Center, click the Workspaces icon () in the sidebar, then select Agent workspace > Agent interface.
2. 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 == '[e-mail]' %} 
{% else %} 
{{agent.name}}
Umbrella Corp.
[phone]
{% 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 [e-mail], her signature will be blank.

Note: The 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 [e-mail], 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 .