Agent signatures have incorrect formatting

Issue Symptoms

Agent signatures are appearing with incorrect formatting on ticket notifications for internal comments.

Conditions

• The placeholder is being added to the ticket by a macro
• The account uses rich text formatting for tickets

Resolution Steps

The signature on an agent's profile uses markdown formatting. If you are using rich text content formatting for tickets, the formatting set in your tickets won't be recognized and will be set as plain text. Setting the formatting on tickets to markdown will resolve this particular issue. However, we recommend using rich text generally.

This document has more information on how to update the formatting options: Enabling formatting options for agents.