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!
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?
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.
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.
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.
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 usingcustom 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.
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.
Apr 25, 20243:04 AM - edited Apr 25, 20243:10 AM
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?