[Freshdesk] How Signature Sending Works in ClaudIA Responses

When to Use

• You want ClaudIA's responses in Freshdesk to end with your team's signature (name, image, logo, etc.)

• You have noticed that the signature configured in Freshdesk is not appearing in responses sent by ClaudIA and want to understand why

How It Works

Freshdesk Signature Does Not Automatically Apply to Responses via Integration

In Freshdesk, the signature set up in the inbox is automatically applied only when a human agent responds manually from the Freshdesk interface. When a response is sent through an integration, such as ClaudIA, which sends responses via the Freshdesk API, this automatic signature does not get included.

How ClaudIA Ensures the Signature Anyway

To work around this, the signature (closing text + image, if any) is included as part of the response content itself: it is defined in the response format instruction set for your project, and ClaudIA writes it at the end of each message, as if it were normal response text, not an "attached" signature by the system.

Notes

• If the signature stops appearing in responses, the usual reason is not a system error but that the response format instruction set for the project no longer includes this line. Check with the person managing ClaudIA’s instructions for your project.

• Since the signature is text generated by ClaudIA, any changes in the response format (instruction review, creation of new workflows) can affect whether it continues to appear or not.