Email Signature Feature for Ticket Management Module

An email signature is a pre-defined block of text automatically added at the end of the reply in a ticket management system. It usually includes the agent’s name, job title, department, and company branding elements like logos, links, or disclaimers.

In CX ticketing workflows, email signatures help create a consistent and professional appearance across all customer communications irrespective of which team agent sends the message.

Let’s look at a use case to understand better. 

A customer of a fashion eCommerce store fills out a feedback form to share their experience with a return and a ticket is created for this issue. Over a few days, the customer receives replies from three different agents. One email has a first name only, another has no signature, and the third includes inconsistent formatting.

The customer starts to question if they're really dealing with the same company and doesn’t know who to follow up with.

In this case here’s how Email Signature can help:

From  customer POV

• Branded and consistent signatures reassure customers that they’re speaking with official representatives.
  
  
• Reduces confusion as mails always show who the customer is talking to, even when multiple agents are involved. Each email clearly shows the agent's name, department, and contact info, even if multiple agents are involved.
  
  
• It makes interactions feel hassle-free and professional, no matter how many agents are handling the ticket.
  
  

From  company & agent POV

• Ensures every message aligns with your brand, across teams and locations.
  
  
• Agents don’t have to manually add or update their signatures as it's automatic, and efficient.
  
  
• Different teams (e.g., Shipping, Returns, Support) can have tailored signatures that reflect their specific function while maintaining brand standards.
  
  

Minimizes risks of typos, or missing contact details in replies.

Lets see how to set up an Email Signature

1. Navigate to Settings on the top right.


2. Go to Email Signatures under Ticket Management and click on ‘Add Signature’.

3. Enter the following fields to create a signature.
3.1. Give a name to your signature.
3.2. Set access permissions
Choose who can access and use the signature. You will have three options:

• Everyone: All users in the organization will be able to use this signature.
• Specific Ticket Teams: Limit access to selected teams. For example, you might want only the Support team to use this signature.
• Only Me: The signature will be private, and only you will be able to use it.
  
  

4. The next step is to design the signature. There are two types of signatures you can create: 

• Simple: Basic text with minimal formatting (font, font size, alignment)
• HTML: Allows full HTML tag usage with preview capability

Simple Signature

In a simple signature, you can include basic text such as a closing greeting, the signatory’s name, designation, and company name. In addition you can also include images and links as part of the signature. 

In our example, a simple signature could look like this:
Regards,
William
Customer Support Manager
ABC Corp

Note: You can also customize various formatting options, such as 

• Font
• Font size 
• Background color
• Alignment 

Indentation of the signature.

With the $ icon, you can use placeholders to automatically insert agent information into each message. These dynamic fields ensure that each agent's signature is personalized without requiring manual edits.

For example:

• {{agent.firstName}} will display the agent’s first name.
• {{agent.lastName}} will display the agent’s last name.
• {{agent.fullName}} will display the full name (first and last name together).

HTML Signature

With HTML signature, you can use your own HTML code to style support emails with branded fonts, colors, and layouts. You can add clickable links, logos, and images for a polished, professional look. It also helps keep formatting consistent across teams, so every message feels on-brand and easy to read.

Note: You can also see a live preview of the signature as you design it, making it easy to adjust the layout and styling in real time. 

5. Click Save to apply and store your signature.

Adding Signature in Mails

Here is how you can add a signature in mails.

1. Navigate to Tickets view under Tickets.
   
2. Identify and open the relevant ticket.
3. In the reply tab, click on the Email Signature icon . You will see the list of signatures created. From this you can choose the signature to display.
   
   Note: You can also access Email Signature settings directly from a ticket. If you're creating a signature for the first time, click on
   Add Signature. A confirmation message will appear, and you’ll be redirected to the Email Settings section to create your signature.
   
   Note:
   The selected signature will be preselected in all further ticket conversations for that particular agent.
   
   

That’s all about setting Email Signature .

Feel free to reach out to our community if you have questions.