Agent Signatures

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  • Christopher McLoughlin
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    Hi Leigh,

    I have some answers for you and hopefully they help you out with creating your Agent Signature.

    1. Further down the Agent Signature article there is a comment left by one of my colleagues that will best explain how to access the assets in your Help Center. Follow this link. To do this, you need to be an Administrator for you subdomain. Agents will not be able to do this on their own. Once the assets are uploaded, you will see a link that starts with //p5.zdassets.com... Copy that link and add https: to the beginning of it and you can use the link in you signature.

    2. If you are seeing a link instead of the image, you will want to make sure the format you are using for your agent signature matches this comment in the same article. If it does, then the link may be showing due to a setting in your email client. I've just tested on my test account and checked my gmail account and the image is inline and part of the message.

    3. Unfortunately there is no setting to allow this for one response or another. If the signatures are set, then every comment on the ticket will include the agent signature.

    Hopefully this helps you. Let us know if you have any further questions.

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  • Leigh
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    Hello Christopher,

    Thanks for the quick response! I appreciate your help!

    1. With regards to my first question, it still does not work(?) I was following Jessie's comments to the tee (or so I hope) and I am an admin, have enabled markup and think I am using html. Here are some screenshots to show you what I can see:

    a. Customize Design

    b. I can only "switch" themes

    c. I cannot find "assets"

    2. I am not sure why it does not work in gmail, see more pictures below:

    a. Zendesk response

    b. gmail 

    3. :)

    Please let me know if you see any fatal flaws!

    Thanks so much! I am literally fixated on getting this right before responding to the 200 odd requests for assistance I have! 

    Best,

    Leigh

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  • Christopher McLoughlin
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    Hi Leigh,

    Thanks for the reply and the screenshots. For the first roadblock you are running into, that is my fault. I should have taken a look at your Zendesk more closely as Starter plans cannot edit the themes in your Help Center. You need to be on a Team plan or higher (Regular or higher in our old pricing levels). So unfortunately it does not look like you will be able to add the image to the Assets section of the Help Center. Your solution of keeping it on your own web server is the recommended solution to this issue (see the first bullet point).

    For the second issue, unfortunately I have not been able to replicate this. I took a quick look at your account and copied your exact agent signature. I then sent myself a ticket from my test account using that signature and here is the result:

    I would verify your gmail settings and maybe check another gmail account to see if you are experiencing the same issue. If this continues to not work, go ahead and send us a support request and we can check your account specifically for a bug. At this time however, this is not a bug we have seen.

    I hope this information helps. I also hope you had a great New Years celebration!

    Let us know if you have any further questions.

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  • Marylou Scott-Smith
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    Okay, now that everything has been changed, how do i insert a graphic into agent signatures in emails?  I am completely lost!

     

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  • Jessie Schutz
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    Hi Marylou!

    You can use markdown to add an image to signatures. Let us know if you get stuck!

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  • David
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    Hi Jessie, I got stuck....

    Basically, I want all messages sent by trigger to contain a signature. All emails I will be writing and sending will have the outlook signature. 

    I tried entering the signature in the trigger editor 

    -using markdown in the "email body" text box

    -using dynamic content with HTML 

    -using dynamic content with markdown

     and in each of those cases, when i test the message, I see the text with the markdown/html characters, and I'm not achieving the desired outcome.

    Would appreciate any advice

     

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  • Jessie Schutz
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    Hi David!

    Rather than adding the formatted signature to each notification trigger, have you tried setting up an agent signature or a global signature? Then you just need to add a placeholder to your notifications and it will populate the signature automatically.

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  • Mandvi Singh
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    Hi,

    I want to add a GIF along with signature. Is that possible?

     

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  • Brett - Community Manager
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    Hey Mandvi,

    It looks like a couple of our Community Moderators replied to your question here

    I hope this helps!

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  • Tom Taub
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    Hi,

     

    We are using the "Select an address" app to use from different email sources.

    We want our agents to have one signature for each different email address used for the specific ticket, can we? and how?

     

    Thank you!!

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  • Brett - Community Manager
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    Hey Tom,

    You would need to create a separate notification trigger for each support address you have set up on your account and use the Received at > is condition. Your triggers can be found under Admin > Business Rules > Triggers You won't be able to add the agent signature placeholder in the email body of the trigger. You'll instead need to use a combination of available placeholders to display the agents information.

    Let me know if the above doesn't make sense.

    Cheers!

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  • Tom Taub
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    HI Brett,

     

    Thanks for the help!

    It wasn't completely clear to me, can you talk through the placeholder use?

     

    And will this solution mean that depending on the address I choose to create the ticket with - the creator agent and every following agent that will reply publicly (to our user) will have the signature according to the address picked?

     

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  • Brett - Community Manager
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    Hey Tom,

    When editing your triggers, there are certain placeholders you can use as part of your agent signature. For example, you can add agent.name at the end of your Notify requester of comment update trigger to display the agents name in the email response. There's also the agent.email you can add to your triggers to display this information in your email responses as well.

    Keep in mind that you can format how this looks using HTML in your trigger email body. You'll want to clone your *notify requester * triggers so you have a different one for each support address you have on your account. That way you can customize how the responses look depending on what support address the ticket originated from using the condition I mentioned previously.

    Let me know if that doesn't get you what you're looking for!

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