Reply Template
Within Freshdesk there is a Reply Template which applies to any response that is sent to a ticket.
The content of this Reply Template can be found in
- Admin > Helpdesk Productivity > Email Notifications
- Reply Templates tab
- Agent Reply Template
You can edit this by clicking the Edit button.
This Reply template is included in the ticket reply editor for ALL agents.
Agent Signature
The agent signature is specific to the person who is logged in.
The content of an agent signature can be found in
- Admin > General Settings > Agents
- Click on the Edit button to the right of the agent's name
- The signature field shows the signature for each agent
The agent's signature is included in the ticket reply editor for each agent. It will appear directly below whatever text is contained in the Reply Template.