configuring Signature in smarter track 11
Question asked by sales - January 4, 2016 at 5:28 AM
Answered
We are going to upgrade from ST ver 8.6 to 11, we deployed ST 11 in our test lab all seems good but hard to handle the Agent signature.
 
We have different departments let say support and sales, and we specify department level signature. Now if a single agent  reply in department let say sales then its signature will be off Sales department. We want that actual agent signature display.
 
Also I see in portal setting > preference > Portal signature... I set there signature but it is not applying in the email. Please suggest how I can allow or use each agent specified signature in option "portal signature"

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Andrea Rogers Replied
Employee Post
Thanks for your questions! The Portal Signature found at Settings > My Settings > My Preferences > Options tab > Portal Signature is used on the Portal only. An example of this is my signature at the very bottom of this message. This will only be seen in Community threads and replies. 
 
To set the agent signature(s) that is used for ticket responses, you'll go to Settings > Configuration > Tickets > Signatures tab. You can create one signature for your entire brand or separate ones for each department. You can also utilize variables so agents can have custom signatures. 
 
Here's how we utilize them here. We have one signature that is applied to all departments and groups within our brand, and along with our other general information, we use variables to customize this signature per agent. The variables we use are:
[#agentavatar#]  - to show each agent's picture
[#userdisplayname#] - to show the agent's display name
[#departmentname#] - to show the department the agent is replying from
[#companyname#] - to include the name of the Brand (SmarterTools) 
 
So if I send out a ticket response from the Sales Department, my signature will look as shown below. This is how all of our signatures look - just customized to the agent and department selected. 
 
I hope this helps! 
Andrea Rogers 
Communications Specialist 
SmarterTools Inc. 
(877) 357-6278 
www.smartertools.com
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Thanks Andrea for detail, it somehow help. But obviously previous module of signature was much flexible and was handling different scenarios. We were very much use to with it and currently we are unable to adjust with new ST signature setting.
We wish that somehow you give an option where agent can also set custom email footer.
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Andrea Rogers Replied
Employee Post
"But obviously previous module of signature was much flexible and was handling different scenarios."
Can you explain more how you're currently using the signature in SmarterTrack 8.x? 
 
"Now if a single agent  reply in department let say sales then its signature will be off Sales department. We want that actual agent signature display."
You have the option of using variables to customize the signature per agent, or you can simply input static text that will be used each time an agent replies. 
Andrea Rogers 
Communications Specialist 
SmarterTools Inc. 
(877) 357-6278 
www.smartertools.com
0
On sales department the prospect customer normally discuss technical queries, instead of transferring ticket on support department the support agent reply from there. In that case we want that its signature should be listed of Support department and not sales. Can this be achieved ?
 
Also I can't see option how to handle designation of different level agent in Global Signature option, i.e
Snr. Technical Support Engineer
Operation manager
Technical Support Engineer
System Consultant
Note: All these above designation agent handle tickets on Support and Installation department.
1
Andrea Rogers Replied
Employee Post
From what I understand of your first paragraph, you'd like a specific agent (or group of agents) to have the "Support Department" title within the Sales Department? Is this correct? Or is your first paragraph saying that you'd like his signature to switch from Sales to Support as needed? 
 
When creating signatures, you can also customize per agent by using Custom Fields. Rather than copy the steps here, please take a look at this KB article where we explain how this is done: Use Custom Fields in Ticket Signatures. Essentially what you'll do is create a custom field for, let's say, Job Title. In your signature, you can then choose your custom field as a variable. Make sure each agent has the custom field filled in and their custom title (or phone number, department, etc.) will show in that space. If the agent doesn't have the custom field completed in their settings, the line where the custom field is entered will be left blank. 
 
Hope this is what you're looking for! 
Andrea Rogers 
Communications Specialist 
SmarterTools Inc. 
(877) 357-6278 
www.smartertools.com
0
Perfect, Thanks Andrea custom field entry did the trick for us.
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User are trying to copy and paste signature template from outlook with html format. but it is not working smartermail 16. we are getting only plain text

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