Possible queries:


Resolution Path:


I am seeing duplicate signatures when I try to reply. Why? / I have configured only one signature in my Helpdesk system but an agent is seeing 2 signatures when they try to reply. How can I prevent this?


If a customer is seeing multiple signatures when they click on the Reply button:


  • Check if they have configured a common signature under Admin>Workflows>Email Notifications>Templates>Agent Reply Template. Screenshot for reference:



  • Check if an agent has configured a signature under their profile settings by clicking on the profile picture in the top right corner of the screen. Screenshot for reference:


  • Check if they have installed any apps related to the signature (Example: Signature management, Signature management plus) under Admin>Support Operations>Apps. Screenshot for reference:



If signatures are configured under each section, the agents will be seeing duplicates while responding. Hence, you can suggest the customer remove the ones they do not want and save the changes accordingly.