Working with tickets

Setting up your email signature

Updated

Your signature is added to the reply box automatically, so every answer you send ends the same way without retyping it. Each person sets up their own signature, and you can use a different one on each help desk.

Creating your signature

  1. Go to Settings → My Signatures.

  2. Type your signature in Default signature, for example:

    Thanks,
{{user.name}}
{{helpdesk.name}}

  3. Click Save default.

Your default signature is used on every help desk that doesn't have its own (see below).

Variables

These placeholders are filled in when you open a reply:

  • {{user.name}}: your display name
  • {{ticket.id}}: the ticket number, such as HD-1182
  • {{contact.name}}: the customer's name
  • {{helpdesk.name}}: the help desk's name

A different signature for one help desk

If you work on several desks (say Support and Billing), you can give one of them its own signature:

  1. Under the default signature, pick the desk in Add override for helpdesk... and click Add.
  2. Type the signature for that desk in Per-helpdesk overrides.
  3. Click Save override.

On that desk, the override replaces your default signature. To go back to the default, click Delete on the override.

How it appears in the reply box

When you open a ticket, the reply box starts with:

  • a greeting, such as Hi Peter,, on tickets you haven't replied to yet, and
  • a line with -- followed by your signature.

Write your reply between the two. You can edit or remove the signature in the reply box for a single message; that doesn't change your saved signature.

The signature isn't added if you already have an unsent draft on that ticket, so your draft is never overwritten.

Good to know

  • Signatures are plain text. Each line becomes a separate line in the email; formatting, images and logos aren't supported.
  • A signature can't be empty. To stop using one, click Delete.
  • Below your message and signature, IntelliDesk adds a short footer with links to the customer portal and your service status page. That's added to every email reply and isn't part of your signature.
  • Automatic acknowledgement emails don't use personal signatures; they're signed by the desk's own template (see Automatic acknowledgement emails (auto-reply)).

Related: Replying to tickets: public replies vs internal notes · Canned responses: reusable templates with macros