As a Zendesk Admin, I want the Collaboration add-on to support markdown and placeholders so that existing agent signatures can be used in Side Conversations

10 Comments

  • Louise Dissing
    Community Moderator

    Hi Eric,

    I agree with you! Along with a lot of other users!
    For now, you can sign up for Rich text for Side conversations EAP: https://docs.google.com/forms/d/e/1FAIpQLSfw9y6pYq7atrxx26IIyJU5nReWo3o3DxlmA0f4z8NCWDZmow/viewform
    And you can take a look and comment on this article: https://support.zendesk.com/hc/en-us/articles/360001263308-Using-side-conversations-in-tickets-add-on-?page=3

    0
  • Eric Kramer

    Thanks for pointing out the EAP Louise!  I'll check it out.

    0
  • Mia Jonson

    Hi!

    Is it possible to add a signature automaticly to a side conversation message or not?

    Right now you cant see who is the sender of the message witch is a bit annoying...

    Ca you add a default text in the message?

    // Mia

    0
  • Nicole S.
    Zendesk Community Team

    Hi Mia - 

    If the agent has a signature in their profile, it should be automatically included in side conversations. The caveat is that this won't work if they only have brand-based signatures. 

    The other thing is that signatures with markdown and/or placeholders don’t currently get processed.

    The other option would be to create a macro to add the signature. 
     
    0
  • Mike Mallinson

    Hi Nicole - is there any possibility to use system-wide signatures rather than individual profile based signatures? Or to just turn individual signatures *off* in side conversations?

    Currently we use a system wide signature file with markdown that pulls the correct info from agent profiles and from combines that with brand marketing info for a coherent look, and allow the agents to use the profile signature field to add personal notes such as upcoming holidays, time off notices, etc. Right now, with Side Conversations, only the {{agent.signature}} field is being added which is very confusing given it has personal notes rather than any useful identifying info

    0
  • Nicole S.
    Zendesk Community Team

    Hey Mike -

    Apologies for the delayed response here, it took me a little while to track down the information. At the moment, side conversations doesn't enable you to turn signatures off. But the product manager did want me to ask how critical this is for your organization?

    1
  • Mike Mallinson

    Hi Nicole - no worries! Quite honestly this would be very critical for us and the way we operate, as we have several teams within our department all using Zendesk, all using side conversations quite heavily since it allows us to communicate with non-agents separately from the requester and CCs in order to resolve tickets. We need to be able to make side conversations look as much like real emails as possible to maintain a professional appearance while communicating with other departments and the third parties we interact with.

    Our first priority would be to allow the system-wide signature to be usable in side conversations as it's the easiest way to maintain a consistent look across all teams.

    Our second preference would be to allow for markdown in the agent signature to work, and I can switch to copy/pasting the system-wide signature to the agent signature field - so far we don't have so many agents that it would be *too* unwieldy to manage.

    If neither of those are possible, I would like to be able to disable signatures in side conversations across the board and we will have to copy/paste in a text signature. But that's a worst case scenario for us - either of the first two options are what we would really like.

    Thanks!

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for coming back and sharing that additional detail, Mike. I'll pass it along to the product manager and will let you know what I hear back. 

    0
  • Jamie Noell

    It would be nice to have a configuration option of using the brand or account level signatures instead of the ones on the agent profile.  We have hundreds of agents, and even if we initially set the agent signature, they could revise it.  The email signature is a key part of branding for a company, and we have 3 very different brands in Zendesk.  As someone mentioned earlier, we want this message to look like a normal email.

     

    0
  • Piia Perinova

    We have lately received  a lot of feedback from our company ZD users on the Signature format in the Public reply and if possible to adjust with some formatting. We have tested the markdown functionality which could have helped, but realized the Side conversation doesn´t support the format. We cannot ask our users to adjust the format of singature every time they send Side conversation. That would bring too much manual workload and they´d  eventually forget to do so. I hope this can be enhanced soon as it is not only our users who complain about the signature format, but it has impact on the email receiving end - our customers. We received feedback the emails look like they were sent by robot. Customers deleted some of these emails as they didn´t look real, looked like potential spam. Thank you.

    0

Please sign in to leave a comment.

Powered by Zendesk