Hi all! 👧
To give some context, we manage tickets across multiple brands using geographically distributed teams. Some teams handle a single outlet under one brand, while others manage multiple outlets across different brands.
What I'm building:
I'm developing a hybrid Zendesk app that allows agents to switch their signature based on the brand/outlet they're responding for—aligned with each brand's voice. Additionally, this approach could help optimize file storage in the long term by allowing agents to choose between plain text signatures or text combined with banner images, depending on the communication style required.
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For agents handling only one outlet:
They can reply as usual. The brand-level signature using{{agent.signature}}will apply automatically.- They can also still have access to the app. But they naturally don't need to unless they are handling internal customer.
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For agents handling multiple brands/outlets:
I want to give them the flexibility to choose a signature via a "Personalize Signature" option in the app. Once selected, the app will automatically insert the chosen signature when the agent updates the ticket with a public reply.
App behavior:
- When "Personalize Signature" is checked:
- Agents can create, edit, delete, and select from up to 10 saved signatures. Choose 1 to apply
- The selected signature is remembered for the next ticket unless changed.
- When unchecked:
- The default brand-level
{{agent.signature}}is enforced.
- The default brand-level
Ideal flow:
Once the agent composes a message and updates the ticket status (e.g., via Public Reply), the app should automatically insert the selected signature into the composer.
Below is what came out of it
Current Challenges:
1. Brand-level {{agent.signature}} overrides personalized signature
When a brand-level signature is configured in Zendesk, it automatically appears in the ticket composer. The app cannot suppress, hide, or override this behavior. As a result, even when a personalized signature is selected via the app, the default brand signature still appears below it—causing duplication.
2. Placeholder rendering issue with {{agent.signature}}
If I remove {{agent.signature}} from the brand-level signature and attempt to use it within the app-generated signature, the placeholder is not recognized or rendered. This limits the ability to dynamically inject agent-specific data into personalized signatures.
3. Auto-insertion limitation on ticket update
Currently, the app cannot automatically insert the selected signature when the agent updates the ticket (e.g., via Public Reply). A manual action—such as clicking an “Apply Signature” button—is required before submitting the ticket. This breaks the ideal flow and adds friction to the agent experience. I 've tried to allow the : ticket.status.changed event listener - but it was applying automatically non-stop on a ticket composer .😵
4. Signature cannot be applied on new ticket creation
The app does not support automatic signature insertion when an agent creates a new ticket. This means agents must manually insert their signature even during initial outreach, which is inconsistent with the desired seamless experience
I want to know :
- Is there a way to suppress or override brand-level
{{agent.signature}}when a personalized signature is selected? - Can
{{agent.signature}}be programmatically rendered within app-generated content if removed from brand-level settings? - Is there a prompt where I can omit “Apply signature to comment ” and let the signature load automatically when agent just update status for Public replies?
