Help Desk - need individual signatures

[CWagner5]

We have different teams that work in different time zones, different job descriptions, and agents who speak multiple languages. We reflect that information in our signatures (individual working hours, languages we speak, job titles)

I want to keep that opportunity when we migrate to help desk! 
Team signature is way too rigid for us!

[EricHirsh]

Hello, Service Hub product manager here! I'm reading a variety of feedback that points to one of two (or both) possible solutions

1. more personalization tokens available to team email signatures
2. multiple / individual signatures to chose from for team email accounts

Along the lines of the former, and this is specifically a question for people who want job title, phone number, working hours, languages spoken in signatures.

Job titles and phone numbers are things that can be entered on User profiles. Do you use those fields, and are the values that you enter there for internal use the same as what you'd display to a customer? Similarly, for those accounts that have access to some of the more advanced routing in Help Desk (skills-based routing, working hours), those are also set on user profiles as well. Do you imagine using that data as the source for signatures? Or are there differences that you'd rather handle with a library of static signatures?

[RStarzec]

Hi Eric! 

For our use case, we have a team of 3 people working out of HelpDesk, which has a connected email and form as channels. We would like for email replies from Helpdesk to show the individual user's email and signature on replies, instead of just the "team signature". Is this possible and I am just not finding the solution? 

[EricHirsh]

I'd like to separate this into two branches in order to learn more

1. 'show the individual user's email'

You have a team email address connected to Help Desk. Today the three people are receiving (being assigned tickets) and sending email messages. Are you saying that you want to indiciate the indiviual person's indvidual email address from within the signature? Or are you saying that you want all responses to appear as being sent from the individual's email address instead of from the team/support email address? If the latter, why?

2 'just the "team signature" ' 

What is in each individual user's signature that is not in the team signature that makes you wish you could use the entire individual signature (vs be able to 'personalize' the team signature further)?

[RStarzec]

Hey Eric, 

Thank you for getting back to me. We would want the emails sent within Helpdesk to come "from" the team email, but show the individual rep's signature. The tickets that are being worked in Helpdesk are submitted (mostly) by our own internal teams, and we would like for the submitters to be able to see who from the team they are working with, instead of just showing the team signature. However, sometimes they are messaging directly with customers/clients, so we would like to have their regular company signature.

[mgihv]

Hey Eric!  Awesome to have your attention on this, really appreciate it.

For us being able to use the user profile values would be a huge step up, and frankly all we need.  Being able to leverage all user properties would be the most flexible, though again not necessary for us.

[KStephens7]

Today, we met with our Hubspot account representative, and they directed me to this community page. I am surprised that they do not have the ability to insert a signature, even just when sending an email. Has anyone found a workaround to include the sender's signature?

[CTalavera · Accepted solution]

Hi there, as a workaround you can create a snippet in the Library 🙂 

You can write your email normally and finish by the Snippet. 

For example, I create mine using #sign then my text appears automatically.

[CWagner5]

Thanks for brining uo the idea. 
The snippet does not allow to embed pictures - therefore the workaround is not viable to us as we wanna represent the brand and follow brand guidelines.

[mgihv]

Hey mate- it's pretty useless but you can make a basic signature.  Go settings/Inbox & Helpdesk/HelpDesk/ hover over a channel and click edit/ then edit the team signature.  You can personalise with agent first name and last name, but not role or phone number (or anything else at all).  Better than nothing.

[mgihv]

Yes this is very important.  Helpdesk is an interface for tickets, it makes no sense not to be able to include personal signatures in emails.  Bit of a nightmare not having it, but trust this feature will be released shortly.

[THallgren]

Any luck on sorting this one out, having the exact requirements.

[PamCotton]

Hey @CWagner5, thank you for posting in our Community!

Maintaining individualized signatures that reflect the diverse needs and attributes of your teams is crucial for effective communication. While some help desk solutions may offer standardized team signatures, there are options available that allow for more flexibility.

I would recommend using custom properties to store individualized information such as working hours, languages spoken, and job titles for each team member. You can then dynamically insert these properties into email signatures.

You can also set up workflows to trigger when a new ticket is assigned to a team member. These workflows can automatically update the email signature in the ticket response with the individualized information of the assigned team member.

I hope this information helps,

Pam

[aa-craftboxx]

Hey thank you for writing about an alternative. Can you please explain this with more details? How should be the workflow? Because I didn't found anything how I can make it like you described. 

Thank you.

[CWagner5]

Hi Pam,

Appreciate the feedback.
I am afraid I would need more information on how to go about that.

When I set up a custom property, I have no "agent" option available and the
ditor does not allow me to add other tokens than {{ agent.fullName }}, {{
agent.firstName* }} *and {{ agent.lastName }}

Also, I found a property that is called {{ agent.jobTitle }} which is not
available under the "insert token" dropdown but when I use it via the HTML
editor, it does not populate the job in the signature when used. I added a
screenshot for clarity. Could that be a bug?


Thanks, Carina

[Stian-Ing]

Having the same issue as you with Help Desk signatures. Did you work out a a solution for this?