Agent Reply Template not updating

  • 11 October 2022
  • 3 replies


I have changed our agent reply template to the following:

However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below)



Best answer by barun.poddar 13 October 2022, 23:00

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3 replies

Userlevel 3
Badge +7

Hi @goselito 

This is highly unlikely and we would love to get to the bottom of it.

There are 3 main reasons why this could happen.
i. There can be signature configured in the agent profile which you can check by navigating to Admin>Agents>Edit>Signature.
ii. A signature can be set up under agent profile which you can check by clicking on the profile initials at the top right corner>Profile settings.
iii. Apps like Signature Management

If there is a signature in any of the above cases, it will be appended to the agent reply template.

However, if that is not the case, we would love to take this forward. Please DM me your account details and we will investigate this. 



Hi @barun.poddar,

lol...I just figured it out myself before I got your reply. You are right though… I had signature in my agent profile.

Userlevel 3
Badge +7

Hi @goselito 

That is great news.

Glad that you were able to figure this out!

Feel free to drop a note here incase of further assistance :)