Agent Signature based on ticket channel

Question:

>Each team of agents will have their share signatures. Product A has a standard signature, Product B has a different signature, etc.

This is where Zignatures app may come handy. You'll need to add a logic into the app to show signatures based on product field values.

>We need to update signatures in Bulk to all 100+ agents

I wonder why? What makes your signatures agent specific?

>Signatures need to have the ability to have embedded links

This is possible.

Also, how do you set that up for item #1?

We have teams of agents with each team working on a different product.  If we leave the update to the agents, it may not get done.  So, we would rather push out the signatures to each team so all the signatures are the same and each gets populated.

I think for item #3 we can use markdown, correct?

Hi Andrey, 

I was wondering if it was possible to change signatures based on whether or not the ticket was being sent out as an SMS as opposed to an email via the support app on Zendesk. 

@caitlin16 

If ticket was created via SMS and someone replies, then i believe the following can do the trick.

{% if ticket.via == "SMS" %} no signature {% else %} SIGNATURE {% endif %}

If a ticket was created in any other channel, but Agent wants to send an SMS back (which is done via Trigger), then you may need to add a tag to a ticket and exclude signature when a tag is present.

Let me know if it helps.

Thanks Andrey, 

I was running into an error with the following, I'm trying to create it so that no signature happens when an SMS gets sent to the end user but that whenever an email is sent the agent signature gets sent out. 

Can you take a look at the following and tell me where I am going wrong? I'd really appreciate it. 

<br>

{% if ticket.via == "SMS" %} no signature {% else %} SIGNATURE {% endif %}

{% if ticket.tags contains 'sms_signature' %} no signature {% else %} SIGNATURE {% endif %}

{% else %}

{% if ticket.via == "Mail" %} SIGNATURE {% else %} no signature {% endif %}

<<span></span>

<div></div>

<p><img src='https://i.ibb.co/NKSBW8V/Sinistar-full-Yellow-Black.png' width='200' height='50' alt='Sinistar logo'></p>

<div>

<div dir="ltr" align="left"><strong>{{current_user.name}}<span style='color:grey;font-size:55px;'><strong></strong></div>

>

{% endif %}

I'm not as familiar with Liquid so any advice on how to fix it would be greatly appreciated. 

Hey Andrey, 

Would you be able to help with the error I've described above?

Thanks, 

Caitlin

Hi Catlin,

Could it be something simpler?

If a ticket was created via SMS or contains “sms_signature” tag then no signature.

In ANY other case add a signature.

Here is a possible syntax.

You may need to place your signature HTML into a dynamic content and add it to the liquid syntax instead.

{% if ticket.via == "SMS" or ticket.tags contains 'sms_signature' %}

no signature

{% else %}

<br>

<img src='https://i.ibb.co/NKSBW8V/Sinistar-full-Yellow-Black.png' width='200' height='50' alt='Sinistar logo'>

<div dir="ltr" align="left"><strong>{{current_user.name}}<span style='color:grey;font-size:55px;'><strong></strong></div>

{% endif %}