SignaFlow documentation

Installation

1. In Freshservice, go to Admin → Apps → Get More Apps (or install the custom app package your admin received).
2. Find SignaFlow – Dynamic Signatures & Branding and click Install.
3. Before installation completes, the setup screen asks you to choose your image storage provider: Google (Drive / Cloud Storage), Microsoft (SharePoint / OneDrive / Azure Blob), AWS S3, or direct HTTPS links. Pick the one your company uses for logo and banner files.
4. Enter the details for that provider (for example an API key for Google Drive folders, or a storage account address for Azure). You can change these later in the app settings.
5. Finish installation. SignaFlow now appears in the ticket view sidebar.

Configuration

Templates

1. Open the SignaFlow app page and go to the Templates tab.
2. Click New to create a template, give it a name and paste or write your signature HTML.
3. Click a placeholder chip such as {{agent.name}}, {{agent.email}} or {{company.logo}} to insert it where the cursor is.
4. Set the template's logo, banner and up to 10 icons — each as a direct link or a folder (see Image sources below).
5. Click Save. The button shows the save status, so you always know your changes are stored.

Preview & testing

On the Preview tab, pick any agent to see the signature they would get. Choose Automatic to let the rules engine decide, or select a specific template to check its images. Agents can also see their own signature in the SignaFlow app on the right side of the ticket.

Rules

Rules decide which template (and optionally which logo/banner) an agent gets. They are checked top to bottom — the first match wins. Agents matching no rule receive the default template.

1. Go to the Rules tab and click Add rule.
2. Name the rule and add conditions: job title, department, group, location (country) or workspace. Job title is typed as text, e.g. CEO. Department, group, location and workspace need the name, a comma and its number, e.g. IT, 60000123456 — the numbers are shown in the SignaFlow panel on the right of any ticket. Several pairs: IT, 600001, HR, 600002. Matching is case-insensitive.
3. Choose the template the rule applies, and optionally override its logo or banner (for example a campaign banner for one team).
4. Order rules with the arrow buttons — more specific rules belong above general ones.
5. Disabled rules are skipped, so you can prepare a rule and switch it on later.

Rule order & priority

Rule position matters more than the field type. SignaFlow walks down the list and applies the first rule whose conditions all match — everything below it is ignored. One agent can match several rules at once (a CEO replying in the Marketing workspace matches both a title rule and a workspace rule), so the list order is effectively your priority order.

Recommended ordering, most specific at the top:

1. Job title / executive rules (e.g. CEO, CTO) — these should always win over team rules, so keep them at the top.
2. Brand rules — special branding for a product or sub-brand.
3. Department and group rules — e.g. Human Resources, Service Desk.
4. Workspace rules — template per workspace; remember to enter both the name and the number (e.g. Marketing, 4).
5. Broad country or catch-all rules at the bottom, if you use them at all.

Finding the numbers for workspaces, departments, locations and groups

Workspace, department, group and location conditions need the name and its Freshservice number, e.g. IT, 2 or Germany, 60000123456. Job titles have no number — type them exactly as in the agent's profile. There are two ways to find a number:

1. The SignaFlow panel (fastest). Open a ticket from an agent who has that location, group or department and read the SignaFlow panel on the right: Workspace: IT (no. 2) · Group: Service Desk (no. 60000325207) · …. Copy the number after no. and put your own label in front of it.
2. Freshservice Admin. Open the item in Admin and read the number at the end of the browser address bar — e.g. .../admin/locations/60000123456/edit. Locations: Admin → Locations. Groups: Admin → Groups. Departments: Admin → Departments. Workspaces: Admin → Workspaces.

Remember: workspace comes from the ticket, while location, group, department and job title come from the agent's profile — so a location rule follows the person replying, not the ticket.

Roles & permissions

SignaFlow uses Freshservice's own roles — there is nothing extra to manage:

1. Administrators install the app, create and edit templates, manage rules and image sources, and save settings. Only the admin Save button writes settings.
2. Agents do not configure anything. When an agent clicks Reply on a ticket, SignaFlow inserts the signature for that agent automatically, based on their Freshservice profile and the rules.

Image sources

Every template gets its logo, banner and icons from one of two modes:

1. Direct link — a fixed image address. The image changes only when you paste a new link.
2. Folder — point at a folder and SignaFlow always uses the newest image file in it. Marketing drops a new banner into the folder and every new reply uses it — no app changes needed.

Google Drive

1. Share the file (or folder) as "Anyone with the link".
2. Paste the normal Drive sharing link — SignaFlow converts it automatically.
3. Folder mode needs a Google API key with the Drive API enabled; enter it during setup or in settings.

Microsoft SharePoint / OneDrive

1. Use Share → Anyone with the link and paste the link.
2. Folder mode is not supported for SharePoint/OneDrive: Microsoft requires signed-in access to list folder contents, so folders cannot be read automatically. Use direct links for these images, or host folder-based images on one of the other providers.

Azure Blob Storage

1. Create a container (for example signaflow) and upload images, optionally under a prefix like banner/.
2. Generate a SAS token with Read and List permissions.
3. Enter the storage account address, container and prefix in settings. Do not paste a full SAS URL of a single file as the folder address — the signature in the URL only covers that one file. Newest file is chosen by Last-Modified date.

AWS S3

1. Create a bucket (or use a prefix inside one) and allow public read/list for the images.
2. Enter the bucket address in settings. The newest object under the prefix is used.

Google Cloud Storage

1. Make the bucket (or the image objects) publicly readable.
2. Enter the bucket address in settings — SignaFlow accepts the Console address too and converts it.

Direct HTTPS / CDN

Any public image address works — your website, a CDN, or any host that serves the file without a login. Recommended sizes: logos around 144×144 px, banners around 1200 px wide and under 200 KB so emails stay light.

FAQ

The signature images look broken in the Freshservice reply box, but the email arrives fine.

Freshservice's reply-page security restrictions can block external signature images in some browsers, notably Edge, so they may look broken while composing a reply. This editor-only limitation does not change the outgoing signature; the same signatures have been confirmed to display correctly in Gmail and Outlook. To see your signature before sending, open the SignaFlow app on the right side of the ticket. If images are also missing in the received email, check the image links and sharing permissions or contact support.

How is SignaFlow billed?

SignaFlow costs €0.75 per agent per month and is billed through the Freshworks Paid Apps Program. Freshworks issues the invoice and handles payment and tax, so you do not need a separate account or payment details with us — see the Pricing section for the full picture.

Where is my data?

Templates, rules and image links are stored in your own Freshservice account settings. Images stay in your own storage. See the Privacy Policy for details.