SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Signatures

To ensure consistency among all departments and groups within the company, administrators can create custom signatures that agents will use on all ticket correspondence. Alternately, different signatures can be created for each group and/or each department, as the needs arise.

To access this section, click the settings icon. Then expand System Settings and Tickets and click Signatures in the navigation pane. A list of signatures will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple signatures. Signatures must be selected before choosing an action from the toolbar.
  • Brand - The brand to which the signature is assigned.
  • Department - The department to which the signature is assigned.
  • Group - The group to which the signature is assigned.

The following options are available from the content pane toolbar:

  • New - Creates a new signature.
  • Edit - Allows the administrator to make changes to a signature's settings.
  • Delete - Permanently deletes the selected signature(s).

Creating and Editing Signatures

To create a new signature, simply click New from the content pane. A new signature window will load in a pop-up window and the following options will be available:

  • Brand - To assign the signature to a specific brand, select it from the list.
  • Department - To assign the signature to a specific department, select it from the list.
  • Group - To assign the signature to a specific group, select it from the list.

When creating new signatures, the WYSIWIG editor can be used to set font types, set colors, add links and more. In addition, variables can be used to pull information from the system to customize the signature based upon how users, department, groups, etc. are set up. The following variables are available:

  • Agent Avatar [#agentavatar#] - The avatar information for each employee.
  • Current Brand [#companyname#] - The brand that the agent is part of.
  • Department Name [#departmentname#] - The department the agent belongs to.
  • Display Name [#userdisplayname#] - The "friendly" name of the agent.
  • Email Address [#useremail] - The email address of the agent.
  • Username [#username#] - The username assigned to the agent.

To view a specific signature, simply double-click the signature. The signature will load in a pop-up window and the same editing options are available as when a new signature is created.

Including Custom Images

Signatures can also include custom images, such as agent photos, icons and logos, apart from the agent avatar. To include a custom image, simply use the standard <img src= > HTML tag and link to an image hosted on your own server or some other hosting service such as Picasa or Flickr. One thing to note: images should be sized and placed so that they do not interfere with the other pieces of an agent's signature.