Placeholders in Agent Signature

Hi Stefan, 

Thank you for your suggestion. I am sorry, this feature is not in our list of priorities currently. 

In addition to your answer here: https://support.freshdesk.com/support/discussions/topics/74802 .. there is a problem then in the multi product idea. 

I try to explain it:

Imagine you have several products and several agents. Currently it is ABSOLUTELY NOT POSSIBLE to define different signatures based on agent AND product. But this is absolutely necessary in a helpdesk that supports "multi product". So if you can explain me, how to solve it other way, then i am happy and it's okay. If not, freshdesk missed the mark for multi product, and freshdesk is then senseless for us, because that "feature" is supported by every other helpdesk. So maybe i am wrong and there is such a functionality, but i can't find it. By the way: The workaround with the group based signatures with the freshplugin is not a solution. It is much to complicated to solve it that way if its not a native integration.

For better imagination - some signature examples:

Product A / Agent A:

...

Regards AGENT A

Product A, a product of Company A 

Product A / Agent B:

...

Regards AGENT B

Product A, a product of Company A 

Product B / Agent A:

...

Regards AGENT A

Product B, a product of Company A 

Stefan is right much needed tweak will save lots of hussle.

Thomas

Hi Stefan, 

My apologies for the late reply. 

We have a work around for this that you could consider. In the agent reply template, you could add the product and product description place holder. Also, each agent can have their personal signature in their profile settings. 

Let me know if this works for you.

Thanks admin for the work around. Although not ideal, it could work in the interim. I also need to agree with Stefan. Not including this is a major flaw considering the product is sold as multi-brand compatible. I am a software developer myself and I have to be honest, since you have already built a great placeholder system that can be used on literally any other part of your service, it would be simple to take the placeholder system which you have already created and simply enable it for the signatures class. Your developers have already done 98% of the work. So it seems like a minor update could solve this gaping hole in your multi-brand support, without really needing to build anything new, just better utilizing the hard work you have already done.

Thanks for the feed back Alex, will pass on your feed back to the team.

We would really need this multibrand signature thing as well. One of our requirements is to include a logo + links to social media in e-mail signatures, so having just the place holders is not enough.

It would be great if we could setup different signatures based on the current product, and have the product signature refer to the default when none for the product is setup yet.

I don't understand why this isn't already implemented, ¿how is it possible to deal with multi-product with the same signature? 

The solution of using the "agent reply template" is a really bad patch:

• I does not work in the iPhone app (I haven't tested in Android)
• It's not possible even to write a new line, html or whatever the people need. Only plain text in a single line.

Where you find HangmatGigant HangmatWereld and DeHangmat you need to use your own productnames.

<div id="signature_change_widget"></div>
<script type="text/javascript">
 
  var product_signature = {
                            'HangmatGigant' : '<br>'+
                            '<b>{{ticket.product_description}}</b><br><br>'+
                            '<a href="http://www.tropilex.com" target="_blank">Tropilex.com</a>',            

                              'HangmatWereld' : '<br>'+
                            '<b>{{ticket.product_description}}</b><br><br>'+
                            '<a href="http://www.tropilex.com" target="_blank">Tropilex.com</a>',
 
                              'DeHangmat' : '<br>'+
                            '<b>{{ticket.product_description}}</b><br><br>'+
                            '<a href="http://www.tropilex.com" target="_blank">Tropilex.com</a>',

  };

  jQuery(document).ready(function(){
    if(jQuery('body').hasClass('ticket_details')){
      chooseAndInsert();
      jQuery('#signature_change_widget').parent().parent().hide();
    }
    
    jQuery('[data-note-type="reply"], [data-note-type="fwd"]').on('click', function(){
      var note_type = jQuery(this).attr("data-note-type");
      setTimeout(function(){
        insertSignature(note_type);
      },10);       
    });
    
    jQuery('body').on("change.signature_change", '#helpdesk_ticket_product_id', function(){
      setTimeout(function(){
        chooseAndInsert();
      },10);
    });

  });
   
 
  function chooseAndInsert(){
    console.log('choose and insert called');
    setTimeout(function(){
      if(jQuery('#cnt-reply-body').data('redactor'));
        insertSignature('reply');
      if(jQuery('#cnt-fwd-body').data('redactor'));
        insertSignature('fwd');
    },10);
  }

 
 function insertSignature(note_type){
       console.log('signature called');
    var reply_editor = jQuery('#cnt-'+note_type+'-body').data('redactor');
    var reply_html = jQuery('<div>' + reply_editor.$editor.html() + '</div>');
    var selected_val = jQuery('#helpdesk_ticket_product_id').val();
    if(selected_val){
      var selected_product = jQuery('#helpdesk_ticket_product_id')
                                  .find('option[value="'+selected_val+'"]').text();
      var signature_html = product_signature[selected_product];
      var custom_signature = reply_html.find('div.custom_signature');
      if(custom_signature.length){
         jQuery(custom_signature).replaceWith(signature_html);
      }
      else{
        if(note_type == 'fwd'){
         jQuery(signature_html).insertBefore(reply_html.find('div.freshdesk_quote'));
        }
        else if(note_type == 'reply'){
          jQuery(signature_html).insertAfter(reply_html.find('div:last'));
        }
      }
      reply_editor.setCode(reply_html.html());
    }
  }
</script>

Hello,

Have you tried making use of the Marketplace apps for this?

Signature Management can store multiple signatures which are added to the reply editor.

Signature Management Plus can store multiple signatures which can be used based on the group or the product assigned to a ticket which the agent can choose.

Dynamic Support/Group based Signature app can add signatures (with placeholders) based on the support email or the group to which the ticket is assigned to.

Hope this was helpful :)