Problem Summary : The Agent signature does not get added to ticket when sending a response to the client
Replication Steps : Create a client, Send a response to the requester
Expected Outcome : The signature should be added to any public reply
Signature not automaticly added to ticket
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Hi Karine!
Is this issue happening to all of your agents, or just certain ones? Are they using personal signatures, or are you just using the Global signature feature?
Most often this issue crops up when agents are using personal signatures but the {{agent_signature}} placeholder has been removed from the Global Signature settings.
Go to Gear icon > Settings > Agents > Signature and ensure that the placeholder is present:
The placeholder must be present in order for personal Agent Signatures to display.
Please let me know if you have any other questions!
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