Knowledge Base

Signatures

Here you manage central email signatures for the support area and decide which signature is automatically attached to which mailbox or email alias. A signature can contain text, formatting, and an embedded image (e.g. a company logo).

Rebuilt excerpt of the view: /crm/signatures
Rebuilt excerpt of the view: /crm/signatures?tab=assignments

What can I do here?

  • Create, edit and delete signatures (Library)
  • Mark a signature as the default signature, used when no specific assignment exists
  • Assign a signature to a language
  • Assign signatures to specific mailboxes or individual email aliases (send-as addresses)
  • Also set a custom sender name while assigning
  • Show/hide email aliases in the ticket reply "From" dropdown

Step by step

  1. Create a new signature: open the "Signature Library" tab → "New Signature" → give it a name, optionally set a language, enable "Set as default signature" if desired, design the content in the editor (text, formatting, insert an image) → Save.
  2. Assign a signature to a mailbox: open the "Assignments" tab → select a mailbox → in the "Mailbox default" row choose the desired signature from the dropdown, optionally enter a sender name → click "Save" on that row.
  3. Assign a signature to a single alias: in the "Assignments" tab, with a mailbox selected, use the row for the specific alias (instead of "Mailbox default") → choose a signature → Save. This assignment takes priority over the mailbox default once mail is sent from that alias.
  4. Edit a signature: open the "Signature Library" tab → pencil icon on the desired signature → make changes → Save.

Fields explained

Field Meaning Notes/Effect
Name Internal name of the signature Only used for recognition in the list, does not appear in the email
Language (optional) Language code the signature is associated with Considered when automatically picking a matching signature if no fixed assignment exists
Set as default signature Marks this signature as the tenant-wide fallback Used when no explicit assignment is found for mailbox/alias/language
Signature Content The actual signature text including formatting and images Images are automatically embedded when sending so they display for the recipient
Mailbox (assignment) The mailbox for which an assignment is being edited Must be selected first before assignments become visible
"Mailbox default" assignment row Signature used for this mailbox with no specific alias Applies when no alias-specific assignment exists
Per-alias assignment row Signature specific to this send-as address Takes priority over the mailbox default assignment
Sender Name (in assignment) Name shown as the sender when sending via this mailbox/alias Optional; leave empty to use the default sender name

Values & statuses

Tabs

Value Meaning What happens
Signature Library List of all centrally created signatures Signatures are created, edited, deleted here
Assignments Mapping signatures to mailboxes/aliases Determines which signature is used automatically where

Resolution order when sending

Priority Source What happens
1 Assignment for the specific alias mail is sent from This signature is used if present
2 Mailbox default assignment (no alias) Used when no alias-specific assignment exists
3 Signature marked as default with matching language Used when no mailbox assignment exists
4 Any signature marked as default Last fallback if no language-matching default exists

Frequently asked questions

What happens if I don't assign any signature to a mailbox?
The signature marked as default (preferring one matching the ticket language) is used automatically, if one exists.

Why do I see grayed-out aliases in the assignments view?
These aliases are currently hidden from the ticket reply "From" dropdown. Use the toggle next to the alias to make them visible again.

Can I add a company logo to the signature?
Yes, images can be inserted directly in the editor. When sending, they are automatically embedded into the email so they display correctly for the recipient too.

What's the difference between the Signature Library and the signatures shown on the Gmail mailbox setup page?
The Signature Library is the central, tenant-wide management. The Gmail mailbox page just links there to edit the assignment for that specific mailbox directly.