ServiceDesk 4.5.25 Update 06/08/11

Potentially (depending on in what degree you've chosen to use automation), ServiceDesk and its utilities can be involved in sending many kinds of emails to your customers. 

These emails fall into two broad categories: those that are reviewed first (i.e., the email is first opened into a "Compose" window, where the user may review, add comments, etc., before clicking on Send); and those that simply go, without intervening user review. 

In the first category, there has always been built-in potential for your emails to be formatted according to preference.  In other words, you may pick the wanted font, setup for a specialized "signature" at the bottom, etc. (the capacity is automatically built-in, because its programmed into the email compose window that's opened for user review).  This has not been the case, however, for non-reviewed-first emails.  Whether sent via the Windows Mail Client (old method) or via the Rossware-Direct method, these emails have sported plain-text only, and no signature.  We simply had not created technology that allowed otherwise in that context.  Indeed, when we recently added the ability to include a "signature" when working via the Rossware-Direct method, application involved review-first emails only: not direct-sent items. 

Now we have added such customization options to the direct-sent (i.e., non-reviewed-first) context -- at least assuming you use the Rossware-Direct (as opposed to the Windows Mail Client) method. 

It can mean a significant difference in the quality of imagery as presented to your customer.

Old email as customer might receive, plain text and no "signature-area" inclusionEmail with a possible configuration as customer might now receive.  Note "signature-added" space at bottom (please ignore that's it's a Rossware rather than a service company logo: I was lazy in the setup).  Also please note the font is specifically-selected, which allows a more modern and appealing look. 

We have even included options that allow you to specify different "signatures" for different kinds of emails -- so that, in other words, the signature that's used for a particular context can be highly customized to that context.  It allows you huge flexibility. 

In such regard, one of the factors that drove us to make this improvement was a user (not to mention any names, but it was Tanner Andrews) explaining how he wanted to do things, within his email "signature," such as advertising specials, inviting customers to go to his website to purchase accessories, or to answer a survey, etc.  Even, potentially, including coupons for future service.  Of course, to fulfill so ambitious a strategy the signatures need to be selectable for context, so that is exactly what we've setup the system to allow. 

In particular, with this release ServiceDesk itself is configured to accommodate two different "signatures," depending on context, and SD-MobileLink (with simultaneous release) three added signature contexts (SD-CyberLink has not yet received the improvement).  Details are in the (also newly-revised) Email-Integration Handbook, available via the reference just provided, or via a linking button within the Email-Setup Window as available from within any applicable Rossware application.  (The particular pages there that are most applicable to these enhanced capabilities are 10-13.)

If you're wondering, by the way, why the word "signature" is often placed in quotes here, it's because in the context involved the word does not have its normal meaning.  It does not mean your name in cursive (though it might in fact include that).  It refers to the entire section that may optionally be inserted/added at bottom of an email.  Typically, this section (if added) has your company's logo, website reference, perhaps telephone numbers, etc.  Sometimes it has disclaimers, injunctions regarding confidentiality, etc.  It can be as big or small, simple or involved, as you want to make it.