Managing Agent Signatures in Private and Public Notes
Managing agent signatures in both private and public notes is essential for maintaining consistency, professionalism, and clarity in your support communication. In BoldDesk, signature settings allow teams to control how agent identities appear in internal discussions as well as customer-facing responses. This ensures every note—whether collaborative or public—remains properly attributed and aligned with your organization’s communication standards. This article outlines the steps to enable or disable agent signatures in private and public notes.
To add an agent signature, configuration can be done at the personal, brand, or organization level. For detailed instructions, refer to the following articles:
How to Enable Agent Signature in Private and Public Notes
When agent signatures are enabled in BoldDesk, they are automatically added to ticket comments, including private and public notes. Follow the steps below to enable this feature:
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Log in to the BoldDesk Agent portal.
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Go to the Admin module > select Agent Portal > then click General.
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Under Agent Signature, select the box for “Include agents’ signatures in private notes” and/or Include agents’ signatures in public notes to enable the feature.
How to Disable Agent Signatures in Private or Public Notes
If you prefer to exclude agent signatures from private or public notes, you can disable this feature across your organization by following these steps:
Steps
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Log in to the BoldDesk agent portal.
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Go to the Admin module > select Agent Portal > then click General.
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Under Agent Signature, uncheck the box for “Include agents’ signatures in private notes” to disable it.
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For public notes, uncheck the box for “Include agents’ signatures in public notes” to disable it.
FAQs
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Can I enable signatures for public notes but not private notes (or vice versa)?
Yes. In Admin → Agent Portal → General → Agent Signature, public and private notes each have a separate “Include agents’ signatures” checkbox. -
Do agent signatures affect system-generated emails or automation notifications?
No. Agent signatures apply to agent-authored notes (private/public) on tickets. System notifications and automation emails are controlled by Admin → Email Templates and automation settings, not by agent signature toggles. -
Will changing the setting update past ticket notes?
No. The setting only affects new notes created after the change. Historical notes remain unchanged. -
How do multi-brand signatures work with the inclusion setting?
The “Include agents’ signatures” checkboxes are global. When enabled, the signature content shown on a ticket aligns with the ticket’s Brand context.
