Using HTML Content in Canned Responses and Agent Signatures

BoldDesk allows you to enhance both canned responses and agent signatures using HTML. This helps maintain consistent formatting, include links, images, and styled text across replies and signatures.

Using HTML in Agent Signatures

To customize your agent signature with HTML:

1. Go to Personal Settings > Signature.

2. Click the Code View button in the editor.

3. Paste your HTML signature content.

4. Click Preview to confirm the appearance.

5. Click Update to save your signature.

   

Using HTML in Canned Responses for Tickets

You can format canned responses with HTML to include styled text, links, and images. The steps vary slightly depending on whether you’re editing an existing response or creating a new one.

To format an existing canned response with HTML for ticket replies:

1. Go to Admin Module > Canned Responses.

2. Locate the canned response you want to modify and click the Edit (pencil) icon next to it.

3. In the editor, click the Code View button to switch to HTML mode.

4. Paste your HTML content into the description field.

5. Choose the appropriate Access Scope (Public or Private).

6. Click Update to save your changes.

   

To add a new canned response with HTML formatting:

1. Go to Admin Module > Canned Responses.

2. Click the Add Canned Response button.

3. Enter a title for the response.

4. Click the Code View button in the editor.

5. Paste your HTML content into the description field.

6. Set the Access Scope (Public or Private).

7. Select a category for the response.

8. Click Add to save the new canned response.

   

Frequently Asked Questions (FAQ)

1. Can I use CSS along with HTML in my agent signature or canned response?
No, BoldDesk supports basic HTML for formatting but does not allow external CSS or advanced styling.

2. Are images supported in HTML signatures and canned responses?
Yes, you can include images using the <img> tag with a valid image URL. Ensure the image is hosted on a secure (HTTPS) server.

3. Can I add clickable links in my signature or canned response?
Yes, you can use the <a> tag to add hyperlinks.

4. Is there a limit to the size or complexity of HTML content?
While there is no strict size limit, overly complex HTML may affect rendering or email compatibility. Keep your HTML simple and lightweight.

5. Will the HTML formatting appear correctly in all email clients?
Most email clients support basic HTML, but advanced styles may not render consistently. Test your signature before deploying.

6. Can I use placeholders in HTML canned responses?
Yes, placeholders like {{ticket.requester.displayname}} and {{ticket.agent.displayname}} can be embedded within your HTML content for dynamic personalization.

7. How do I troubleshoot if my HTML doesn’t render properly?
Check for:

• Missing closing tags.
• Unsupported attributes or scripts.
• Ensure you are in Code View mode when pasting HTML.

8. Can I include tables or lists in my HTML content?
Yes, you can use <table>, <ul>, and <ol> tags for structured layouts, but keep them simple for better compatibility.

9. Is it possible to preview the HTML before saving?
Yes, use the Preview option in the editor to confirm the appearance before clicking Update or Add.

10. Are there security restrictions on HTML content?
Yes, BoldDesk sanitizes HTML to prevent malicious scripts. JavaScript and inline event handlers are not allowed.

Related Articles

1. Setting Up a Default Agent Signature at the Brand or Organization Level.
2. How to Add a Personal Agent Signature