Customer is using the signature management app to add signatures, The problem that they are facing is when a customer undo’s a reply the app adds another signature while resending the reply. Because of this the replies are going with double signature’s. Looped in Effy support and here is what they had to say :
The signature app is a custom application built on top of Freshdesk, in which any signature inserted is treated by Freshdesk as text/paragraph.
Whenever a reply button is clicked the app inserts a new signature matching the group/product of that ticket automatically.
Since undo option opens the reply editor again, the signature gets loaded again.
This behavior cannot be restricted from our app since we cannot identify whether a signature is already in place in the editor. The Freshdesk SDK platform does not have the option to track this.
Can we please check if we can provide necessary permission to correct this behavior ?
Video grab for reference - Vidyard Recording?