Tickets & Conversations

CWagner5
Participant

Help Desk - need individual signatures

SOLVE

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!

1 Accepted solution
CTalavera
Solution
HubSpot Employee
HubSpot Employee

Help Desk - need individual signatures

SOLVE

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.

 

 

View solution in original post

0 Upvotes
10 Replies 10
KStephens7
Participant

Help Desk - need individual signatures

SOLVE

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
Solution
HubSpot Employee
HubSpot Employee

Help Desk - need individual signatures

SOLVE

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.

 

 

0 Upvotes
CWagner5
Participant

Help Desk - need individual signatures

SOLVE

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.

0 Upvotes
mgihv
Participant

Help Desk - need individual signatures

SOLVE

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
Participant

Help Desk - need individual signatures

SOLVE

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
Participant

Help Desk - need individual signatures

SOLVE

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

PamCotton
Community Manager
Community Manager

Help Desk - need individual signatures

SOLVE

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

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aa-craftboxx
Participant

Help Desk - need individual signatures

SOLVE

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.

0 Upvotes
CWagner5
Participant

Help Desk - need individual signatures

SOLVE

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?
Screenshot 2024-04-25 at 08.59.17.pngScreenshot 2024-04-25 at 08.34.20.png

Thanks, Carina

Stian-Ing
Participant

Help Desk - need individual signatures

SOLVE

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

0 Upvotes