Use signature per product

You can use a Freshplug to create unique signatures for the group that the ticket is assigned to. This is the standard code that I was provided by Freshdesk, which I then modified to fit our needs. Just replace the bolded parts with the name of your groups and then make any customizations to the signature that you want. A little explanation: Line 4 creates the signature for Group 1 and Line 5 creates the signature for Group 2. If you have more than 2 groups, just put another line below the lines for Group 1 and Group 2 and make the customizations you need. You will have to do a little coding (CSS) to get the formatting just right, but you are able to change fonts, colors, sizes, and insert images.

<div id="signature_change_widget"></div>

<script type="text/javascript">

var group_signature = {

"Group Name 1" : '<div class="custom_signature">Thank you.<br /><br />{{ticket.agent.name}} - Group Name 1<br /><br /><br /></div>',

"Group Name 2" : '<div class="custom_signature">Thank you.<br /><br />{{ticket.agent.name}} - Group Name 2<br /><br /><br /></div>'

};

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_group_id', chooseAndInsert);

});

function chooseAndInsert(){

setTimeout(function(){

if(jQuery('#cnt-reply-body').data('redactor'));

insertSignature('reply');

if(jQuery('#cnt-fwd-body').data('redactor'));

insertSignature('fwd');

},1);

}

function insertSignature(note_type){

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_group_id').val();

if(selected_val){

var selected_group = jQuery('#helpdesk_ticket_group_id')

.find('option[value="'+selected_val+'"]').text();

var signature_html = group_signature[selected_group];

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>

I created a FreshPlug with your description, but it doesn't work. The tickets are assigned to the groups. What have I overseen?

<div id="signature_change_widget"></div>
<script type="text/javascript">
var group_signature = {
"German" : '<div class="custom_signature">Beste Grüße,<br /><br />{{ticket.agent.name}} - German<br /><br /><br /></div>',
"English" : '<div class="custom_signature">Kind regards,<br /><br />{{ticket.agent.name}} - English<br /><br /><br /></div>'
"French" : '<div class="custom_signature">Meilleures salutations,<br /><br />{{ticket.agent.name}} - French<br /><br /><br /></div>'
"Spanish" : '<div class="custom_signature">Cordialmente,<br /><br />{{ticket.agent.name}} - Spanish<br /><br /><br /></div>'
};
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_group_id', chooseAndInsert);
 
});
function chooseAndInsert(){
setTimeout(function(){
if(jQuery('#cnt-reply-body').data('redactor'));
insertSignature('reply');
if(jQuery('#cnt-fwd-body').data('redactor'));
insertSignature('fwd');
},1);
}
 
function insertSignature(note_type){
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_group_id').val();
if(selected_val){
var selected_group = jQuery('#helpdesk_ticket_group_id')
.find('option[value="'+selected_val+'"]').text();
var signature_html = group_signature[selected_group];
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>

The code above works very well for us as a Freshplug.

But Freshdesk, can you please implement this feature in the application itself so that it easier to edit the group signatures?

Yes, now it works. Before there was an internal bug that affected the code. It's really great and saves us a lot of time. 

This works but it does not work for the iPhone app. This should be native in freshdesk.

I am not too sure I understand how this works.

So I create a freshplug with the script provided above and edit the group names at the top.

Then after the end of the script tag ( </script> ) I can start with my html/css code (<style type="text/css"> ....) to create the actual html signature.

What I did not understand is how to make sure that the freshplug just created will be assciated as a signature to each email sent from that specific group.

In fact it is not working if i respond to a ticket associated to that group.

am i missing something?

please help.

Hello Kyle,

Please have a look at the Signature management app. This allows you to manage multiple signatures and make them available for a specific group/product.

Cheers!

Happy to be of some help, @Kyle:)

Cheers!