Signature formatting and Side Conversations

8 Comments

  • Roxanna Martinez

    Just noticed this on our end as well; testing side conversations and seeing that the signature comes through like shown below but is fine on main-ticket conversations. Would be great to have this be consistent across ZD platform.

    1
  • Krista Zaloudek

    This would be really helpful. At this point, side conversation emails do not accept the HTML branded email templates--so it is a very inconsistent appearance to our end users.

    0
  • Amie

    I'd love to see some input from a ZD PM on this. I've had several customers who've run into this issue and it's caused inconsistent branding throughout Zendesk.

    I'd love for the agent signature to be pulled from the global agent signature, or the agent profile signature - whichever is present. Currently, it only pulls the agent profile signature and displays unformatted as plain text.

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  • Cruise Automation

    +1 I just updated all my agents' signatures with new Markdowns and formatting, and noticed that the Side Conversations are now unbranded. Can you please allow Markdown in Side Conversation signatures?

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  • Charity Carson

    We'd like to use side conversations to send emails to vendors and external users but need to include a disclaimer. It would be awesome to have branding applied to the email as well so the experience is consistent for our end users. 

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  • Toby Sterrett
    Zendesk Product Manager

    Hey all, thanks for the feedback here. I agree that the signature support in side conversations needs to be improved to handle the Markdown formatting. At this time the way the signatures are handled in side conversations is different than tickets in that they are inserted into the composer itself when authoring a message rather than being hidden and processed/inserted when submitted like with tickets. This is due to side conversations not going through the same processing system as tickets, which includes Markdown conversion and placeholder replacement. We are going to be looking into how we can do the same processing for the signatures at the time of insertion in the composer, but we don't have that in place at this time. We are definitely aware of this, though, and have plans to tackle it in the future.

    In the meantime, if you'd like to have signatures in their current state disabled on your account you can let us know and we can make that happen.

    A potential workaround is having us disable signatures and then setting up a macro with an action to initiate a side conversation with "signature" text at the bottom of the message body. Initiating side conversations with this macro instead of the + button will give you an approximation of a rich text, dynamic signature. This is by no means a full solution, and will only work on the initial side conversation message, but if that is adequate for your needs it may get you a better result than plain text.

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  • Amie

    Hi Toby,

    Thanks for providing us with some insight into this. Regarding the workaround, when you say disable signatures, do you mean you will disable signatures on side conversations only and not on the whole Zendesk account itself so the normal agent signature still works on tickets without issues? 

    I'd be keen to try out the workaround on my test account to see how it all looks so I know what to expect and can offer it to customers if they need it. 

    Best,

    Amie

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  • Toby Sterrett
    Zendesk Product Manager

    @... that's correct, it would only disable adding the signature to side conversation message composers. In the meantime, you could try out the macro approach to dial in the formatting, and click the menu icon on the signature in the composer to remove it manually.

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