How to Set Up Agent Signatures for Brands in BoldDesk
Configuring brand or organizational agent signatures ensures consistent communication and professional representation in customer interactions. This guide provides detailed steps to set up and customize agent signatures for your organization or brand.
Steps to Configure Brand or Organizational Agent Signatures
You can configure signatures in instances discussed below.
While Adding a New Brand
- Log in to your BoldDesk account as an administrator and navigate to Admin module > Brands, and click Add Brand.
- Enter the required brand information, then input the signature under the Brand Signature section.
- Click Add to complete the setup.
In an Existing Brand
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Log in to your BoldDesk account as an administrator.
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Go to the Admin module, select Brands, and choose the brand for which you wish to add the brand signature.
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Edit the brand by clicking the More Options icon (⋮) next to the brand name, then select Edit Brand Signature.
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Add the signature, and you can also use the placeholders to dynamically update the given content.
Learn more on Setting Up a Default Agent Signature at the Brand or Organization Level.
- To ensure images are properly embedded and display correctly in customer emails, always use the “Insert Image” option when uploading. Avoid copying and pasting images, as this can lead to formatting issues or broken visuals.
- When both a default signature and a brand-specific signature are configured, the system prioritizes the default signature. This may result in the brand signature not appearing in customer emails as intended.
- In BoldDesk, it is not possible to set up multiple signatures for each brand; only one signature can be configured per brand.
- To ensure consistent branding, verify that the brand signature is not being overridden and adjust the configuration by changing the brand signature from default to the desired brand.
Configuring the Brand Signature Placeholder
Follow the steps below to configure the brand signature, along with the accompanying GIF for visual reference:
1. Add Brand Signature
Navigate to Brand > Select the required Brand > Edit Brand Signature, then add your product signature.
2. Apply Brand Signature in Email Notifications
Use the brand signature in relevant email notification events. For instance, go to Admin > Email Notifications > Contacts Tab > Ticket Replied By Agent Event. Explore How to Manage and Personalize Email Notifications.
3. Insert Placeholder in Template
Open an existing template or create a new one. In the description field, click Insert Placeholder, select {{helpdesk.brand.signature}}, and save the template.
4. View Signature in Customer Replies
When an agent replies to a customer ticket, the configured brand signature will appear in the customer’s email. The brand signature will only appear in both agent and customer portals if you enable it for the particular agent.
For more clarity, please refer to the GIF below.
- Once the brand signature template is configured, the signature will be included in the email notification. However, if the agent signature for the same brand is also enabled, the signature will appear twice in the email notification. To prevent duplicate signatures, you may keep the agent signature as default or remove the signature when updating the ticket.
- Additionally, if the brand signature template is configured while the brand signature for the same brand is enabled, both signatures will appear in the email notification. To prevent duplicate signatures, manually remove the brand signature in the RTE editor when updating tickets.
How to Remove or Disable Brand Signature
To disable the brand signature at the organization level:
- Go to Admin > Brands in your BoldDesk portal.
- Click the More Options (⋮) next to the brand name.
- Select Edit Brand Signature.
- Clear the signature content and click Update.
Please refer to the visual below;
Removing the brand signature will prevent it from appearing in both Public and Private Notes.
Frequently Asked Questions (FAQ)
1. What is a brand or organizational agent signature in BoldDesk?
It’s a predefined signature added to outgoing emails from agents, ensuring consistent branding and professional communication across customer interactions.
2. Where can I configure a brand signature in BoldDesk?
You can configure it:
- While adding a new brand via Admin > Brands > Add Brand
- By editing an existing brand via Admin > Brands > Edit Brand Signature
3. Can I set up multiple signatures for a single brand?
No. BoldDesk allows only one signature per brand. You cannot configure multiple signatures for the same brand.
4. What happens if both a default signature and a brand-specific signature are configured?
The default signature takes precedence. If both are present, the brand signature may not appear in customer emails.
5. Can I use dynamic placeholders in brand signatures?
Yes. When editing a brand signature, you can use placeholders to dynamically insert agent or brand-specific information.
6. Why are my images not displaying correctly in email signatures?
Ensure you use the Insert Image option when uploading images. Avoid copy-pasting, as it may cause formatting issues or broken visuals.
7. How do I manage signature visibility across brands?
To ensure the correct signature appears, verify that the brand signature is not being overridden by a default signature. Adjust the configuration as needed.
8. Is it possible to configure agent signatures at the personal level?
Yes. Agents can set up personal signatures. Learn more on How to Add a Personal Agent Signature.
9: Where can I view or audit changes made to brand signatures?
You can view changes in the Audit Logs under Admin Settings.
