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Agent Signature based on ticket channel
Answered
Posted Oct 10, 2018
Hi Community,
I’m trying to set an agent signature based on the channel that the ticket came from.
I know that there’s no way to check for channels with Liquid Markup, but I was hoping there would be a way to look if certain ticket fields are filled in. I would set these ticket fields via triggers beforehand.
This is the code I tried to use without any luck:
{% case ticket.ticket_field_option_title_ 360009740214 %}
{% when 'dmeme' %}
{{agent.signature}}
{% when 'dcoco' %}
{% else %}
{% endcase %}
I also tried looking for tags but had no luck with that either.
Is it that the Liquid Markup cannot look for ticket data in the agent signature?
Looking forward to hearing from you,
Dominic
0
33
33 comments
Andrey Sarapulov
Hi Catlin,
Could it be something simpler?
If a ticket was created via SMS or contains “sms_signature” tag then no signature.
In ANY other case add a signature.
Here is a possible syntax.
You may need to place your signature HTML into a dynamic content and add it to the liquid syntax instead.
{% if ticket.via == "SMS" or ticket.tags contains 'sms_signature' %}
no signature
{% else %}
<br>
<img src='https://i.ibb.co/NKSBW8V/Sinistar-full-Yellow-Black.png' width='200' height='50' alt='Sinistar logo'>
<div dir="ltr" align="left"><strong>{{current_user.name}}<span style='color:grey;font-size:55px;'><strong></strong></div>
{% endif %}
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Caitlin
Hey Andrey,
Would you be able to help with the error I've described above?
Thanks,
Caitlin
0
Caitlin
Thanks Andrey,
I was running into an error with the following, I'm trying to create it so that no signature happens when an SMS gets sent to the end user but that whenever an email is sent the agent signature gets sent out.
Can you take a look at the following and tell me where I am going wrong? I'd really appreciate it.
<br>
{% if ticket.via == "SMS" %} no signature {% else %} SIGNATURE {% endif %}
{% if ticket.tags contains 'sms_signature' %} no signature {% else %} SIGNATURE {% endif %}
{% else %}
{% if ticket.via == "Mail" %} SIGNATURE {% else %} no signature {% endif %}
<<span></span>
<div></div>
<p><img src='https://i.ibb.co/NKSBW8V/Sinistar-full-Yellow-Black.png' width='200' height='50' alt='Sinistar logo'></p>
<div>
<div dir="ltr" align="left"><strong>{{current_user.name}}<span style='color:grey;font-size:55px;'><strong></strong></div>
>
{% endif %}
I'm not as familiar with Liquid so any advice on how to fix it would be greatly appreciated.
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Andrey Sarapulov
6220531274906
If ticket was created via SMS and someone replies, then i believe the following can do the trick.
If a ticket was created in any other channel, but Agent wants to send an SMS back (which is done via Trigger), then you may need to add a tag to a ticket and exclude signature when a tag is present.
Let me know if it helps.
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Caitlin
Hi Andrey,
I was wondering if it was possible to change signatures based on whether or not the ticket was being sent out as an SMS as opposed to an email via the support app on Zendesk.
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Mary Paez
Also, how do you set that up for item #1?
We have teams of agents with each team working on a different product. If we leave the update to the agents, it may not get done. So, we would rather push out the signatures to each team so all the signatures are the same and each gets populated.
I think for item #3 we can use markdown, correct?
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Andrey Sarapulov
>Each team of agents will have their share signatures. Product A has a standard signature, Product B has a different signature, etc.
This is where Zignatures app may come handy. You'll need to add a logic into the app to show signatures based on product field values.
>We need to update signatures in Bulk to all 100+ agents
I wonder why? What makes your signatures agent specific?
>Signatures need to have the ability to have embedded links
This is possible.
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Mary Paez
Question:
Is there a way to do this? Any ideas?
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Andrey Sarapulov
Tamir Bashkin
Interesting...
Can you render {{ticket.via}} placeholder on a ticket (inject it as a text > submit a ticket) to see what value it renders?
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Tamir Bashkin
Hi Andrey,
I'm trying to run this:
{% if ticket.via == 'Any_channel' %}
{% else %}
{{agent.name}}
{% endif %}
To prevent signatures on Channel integrations, but its not working
0
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