Managing consistent and personalized communication is crucial for customer service teams. The Dynamic Signature app automates email signatures for ticket replies and new emails based on agent information, ticket details, or specific groups. This ensures that each response is tailored without manual updates, enhancing efficiency and professionalism while allowing your team to focus on delivering excellent customer support.


This article contains the following sections:


Install the Dynamic Signature App


To integrate Freshdesk with Dynamic Signature, 

  1. Login to your support portal.

  2. On the top-right corner, click the Freshworks Marketplace icon and then click Marketplace Apps. 

Alternatively, you can go to Admin > Apps to land on the same page.

  1. In the Apps page that appears, search for Dynamic Signature.

  1. On the Dynamics Signature app page that appears, click Install.

  1. Your Freshdesk domain and API key will be auto-filled on the Configuration page. Click Authenticate account.

  1. Under App Settings, give your template a name, and select the conditions for applying the signature. You can select the condition to match the ticket from the following criteria:

    • Email - Choose the email address/es you want to use as the condition to match the ticket.

    • Product - Choose the product/s you want to use as the condition to match the ticket.

    • Group - Choose the group/s you want to use as the condition to match the ticket.

For instance, if you have two email addresses—acme global.com and acmeglobalhelp.com—along with two products, Snickers and Sweaters, and two groups, Billing and Escalations, you can configure the app to display a specific signature only when certain conditions are met. For example, if you set the conditions as acmeglobalhelp.com, Snickers, and Escalations, the signature will appear only when all three criteria are satisfied. You can create multiple condition sets, each triggering a unique signature.

  1. In the text editor, you can add the components for the signature using rich text, and field placeholders such as agent name, agent email, agent number, agent title, and ticket ID. You can also add a public image URL to add your company logo. You also have the option to embed content using the code view.

  1. Click Save


Create new email signature


To create a new email signature,


  1. Go to New Email Signature tab and click Create Template

  1. Under App Settings, give your template a name, and select the group/s to which this signature would apply.

  2. In the text editor, you can add the components for the signature using rich text. You can also add a public image URL to add your company logo. You also have the option to embed content using the code view.

  1. Click Save


Click Save below the Settings tab to complete the installation.


Using Ticket Reply Signature in Freshdesk

  1. Once the installation is complete, the signatures for all your tickets will be auto-populated based on the conditions you have specified.

  1. The Dynamic Signature app icon will appear in the reply editor. This icon opens a slider, from which you can select the template you want to use to change the signature. 

Note: The template options in the drop-down menu will also be based on the conditions you set for the signature during installation.

 

Using New Email Signature in Freshdesk

  1. Once the installation is complete, click New > Email

  1. Based on the group/s you select, the signature will be auto-populated.