Recipe: Using Liquid markup to set agent signatures

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<p>Signatures are an easy way to make agent replies feel more personal. However, what happens when you want a signature that is the same for most agents, but have a specific agent use a different signature or no signature at all? You could ask all the agents to set the signature you want them to use, but that might not yield the results you want and could create inconsistencies. Instead, you can use Liquid markup to set custom signatures for select agents.</p>
<div class="note">
<strong>Note: </strong>This article does not cover creating a basic agent signature. For information on agent signatures, see <a href="https://support.zendesk.com/hc/en-us/articles/4408822471322" rel="noopener noreferrer" target="_blank">Adding an agent signature to ticket email notifications</a>.</div>
<p>This article contains the following sections:</p>
<ul>
<li data-list-item-id="ea5c752a1027e343a30a8102414224bd5"><a href="#1">Editing the existing signature </a></li>
<li data-list-item-id="e2814c37117446306740c5134ca7ecba6"><a href="#2">Example signature results</a></li>
<li data-list-item-id="ee8f5ccf1fac1ca4cdfeeba40468a2af5"><a href="#3">Additional signature placeholders</a></li>
</ul>
<h2 id="1">Editing the existing signature</h2>
<p>By default, the account-wide signature is the placeholder <code>{{agent.signature}} </code>, which references the signature each agent sets in their user profile page. You can edit this account-wide signature using Liquid markup. For information about Liquid markup, see <a href="https://support.zendesk.com/hc/en-us/articles/4408883291290" rel="noopener noreferrer" target="_blank">Using Liquid markup to customize comments and email notifications</a>.</p>
<p><strong>To change an account-wide signature</strong></p>
<ol>
<li data-list-item-id="e8cbb233c098d99c805e0dbd7a9d2644c">In <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410" rel="noopener noreferrer" target="_blank">Admin Center</a>, click the <strong>Workspaces </strong>icon (<img alt="" class="wysiwyg-image" id="topic_gvb_5fq_zl__image_tyn_jfp_bm" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">) in the sidebar, then select <strong>Brand management &gt; Brands</strong>.</li>
<li data-list-item-id="e85cc41416cf4085773e42e88d26a01ab">From the list, click the brand you want to edit.</li>
<li data-list-item-id="e7eb8aa5d366c9f1abef521b2373313ce">In the <strong>Branded signature </strong>text box, enter your Liquid markup. The example Liquid markup below performs the following actions:</li>
</ol>
<ul>
<li data-list-item-id="e0d121fdcfc75f9c8e7b7341b36b59ce8">Edits the signature for an agent with a specific name.</li>
<li data-list-item-id="edacfc6a7f4030049d4c14db5d7e57480">Edits the signature for an agent with a specific email.</li>
<li data-list-item-id="efcbe0bb904be25160eb382991067ca20">Provides signature text for every other agent.</li>
</ul>
</div></div><pre class="wysiwyg-code-block"><code class="language-auto">{% if agent.name == 'Peter Piper' %}
{{agent.organization}}
{% elsif agent.email == 'c.gonzalez@umbrellacorp.com' %}
{% else %}
{{agent.name}}
Umbrella Corp.
+1 (888) 123-4567
{% endif %}</code></pre><p>For information on other placeholders you can use, see <a href="#3">Additional signature placeholders</a>.</p><h2 id="2">Example signature results</h2><p>In this section, you can see how agent signatures will appear when using the example Liquid markup.</p><p>If the agent is Peter Piper, his signature is the name of the organization he belongs to.</p><p><img alt="" height="206" src="https://support.zendesk.com/hc/article_attachments/4408889567898" width="262"></p><p><img alt="" src="https://support.zendesk.com/hc/article_attachments/4408894576538"></p><p>If the agent's email address is c.gonzalez@umbrellacorp.com, her signature will be blank.</p><div class="note">
<strong>Note: </strong>The <code>agent.email </code>placeholder is useful for when you have more than one agent with the same name.</div><p><br><img alt="" height="195" src="https://support.zendesk.com/hc/article_attachments/4408894579610" width="264"> <br><br><img alt="" src="https://support.zendesk.com/hc/article_attachments/4408889563930"></p><p>If the agent is not Peter Piper or c.gonzalez@umbrellacorp.com, their signature will be the text entered at the end of the Liquid markup.</p><p><br><img alt="" height="207" src="https://support.zendesk.com/hc/article_attachments/4408894578330" width="265"> <br><br><img alt="" src="https://support.zendesk.com/hc/article_attachments/4408889565082"></p><h2 id="3">Additional signature placeholders</h2><p>You can use a variety of placeholders inside the agent signature area. Keep in mind that only the "agent", "current_user", "account", and "dc" (dynamic content) placeholder classes are supported inside signatures. The ticket placeholder class, such as <code>{{ticket.assignee.name}}, </code>is not supported inside signatures.</p><p>Below are the additional recommended placeholders:</p><div class="topic nested1" id="topic_hmx_zzw_4v"><div class="body"><div class="p"><div class="tablenoborder">
<figure class="wysiwyg-table wysiwyg-table-align-left"><table id="topic_hmx_zzw_4v__table_nw4_11x_4v" style="border-spacing: 0px;">
<thead class="thead"><tr class="row">
<th class="entry" id="d41e589" scope="col" style="padding: 4px;">Placeholder</th>
<th class="entry" id="d41e592" scope="col" style="padding: 4px;">Description</th>
</tr></thead>
<tbody class="tbody">
<tr class="row">
<td class="entry" style="padding: 4px;">agent.name</td>
<td class="entry" style="padding: 4px;">The agent's full name (or alias, if present).</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.first_name</td>
<td class="entry" style="padding: 4px;">The agent's first name.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.last_name</td>
<td class="entry" style="padding: 4px;">The agent's last name.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.role</td>
<td class="entry" style="padding: 4px;">The agent's role.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.email</td>
<td class="entry" style="padding: 4px;">The agent's email address.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.phone</td>
<td class="entry" style="padding: 4px;">The agent's phone number.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.organization.name</td>
<td class="entry" style="padding: 4px;">The agent's organization name.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.language</td>
<td class="entry" style="padding: 4px;">The agent's language.</td>
</tr>
<tr class="row">
<td class="entry" style="padding: 4px;">agent.time_zone</td>
<td class="entry" style="padding: 4px;">The agent's time zone.</td>
</tr>
</tbody>
</table></figure><p>For a complete list of available placeholders see, <a href="https://support.zendesk.com/hc/en-us/articles/4408886858138" rel="noopener noreferrer" target="_blank">Placeholders reference </a>.</p>
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