Question

How can I set up different agent signatures to appear in email notifications based on the brand and ticket group?

Answer

You can set up different signatures for each brand and ticket group by cloning your email triggers so that one version per brand exists. In each trigger, use liquid markup to show different signature text depending on the group.

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online.

To modify your email triggers and use liquid markup:

  1. Open the following standard triggers:
    • Notify requester of new proactive ticket
    • Notify requester and CCs of comment update
  2. Create clones of each trigger for all of your brands.
    Clone the notification standard ticket triggers.png
  3. Rename each cloned trigger by adding your brand name to the Trigger name field. 
    As a best practice, deactivate the original trigger. 
  4. In each trigger, define the brand by adding the Condition:
    • Ticket > Brand | Is | Your brand name
      Add your brand as a condition.png
  5. In the Email body field, after any existing text, add liquid markup to show your signature per group. For example: 
    {% case ticket.group.name %}

{% when 'Group A' %}

Write your signature text for Group A here.

{% when 'Group B' %}

Write your signature text for Group B here.

{% when 'Group C' %}

Write your signature text for Group C here.

{% else %} 

Write your signature text for anything that doesn't have a group here.

{% endcase %}
    In the example above, replace Group A, Group B and Group C with your group names. Replace Write your signature text... with the signature text of your choice.
  6. Save your changes in each version of your trigger.
    Add the liquid markup in the notify by action.png
  7. Test your new workflow in a ticket. The signature will not appear on tickets; however, end users will see it in their email notifications.
Important: Do not remove existing placeholders or conditions from your standard triggers. Standard triggers send emails to your end users from tickets.

For more information, see these articles:

  • Zendesk Support placeholders reference
  • How can I format placeholders with liquid markup?
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