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We have been using Freshdesk for about a week and have one serious annoyance that’s creating a slowdown in our customer care responses. The signature we have for our agent shows as a sans-serif font in Admin->Agents->Edit Agent. However when replying to tickets the signature appears as Times or some similar serif font. Our customer care person needs to change it every time which slows them down significantly.

 

Is there a way to ensure the signature always matches the ticket body, which is a sans-serif (I’m guessing Helvetica or Arial)?

 

Thanks,

Richard

Have you checked that the signature in each agents profile is the correct font?

For us, the signature when replying to an email appears exactly as it should.

Yes, that’s the odd thing. The signature shows as a sans-serif font. It’s just in the replies that it appears as Times or some other serif font. Do we need to delete it and re-add?

Can’t hurt to try.

Does the signature on the profile setting appear perfectly?

In the settings, yes, the signature appears perfectly. It’s just when our agent replies to a ticket that the signature font gets changed to Times.

 

Here’s what I did that is working for now. I deleted our agent’s signature and just added it to our Agent’s Reply Template. This is definitely a workaround and only works until we start adding agents. After that we’ll see.

 

 

i’d report it to support, i’m sure there’s an easy fix.

There’s also a signature management app on the marketplace that might help.

I’ve been working with their support on this, they’ve provided some pointers.

I’ll take a look at the marketplace, thank you for the suggestion.

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