Why isn't the signature defined in the agent staff account appearing in their responses automatically?

Environment:

Incidents, Message Thread

Resolution:

In order for the signature added for each user in the Staff Account workspace to automatically appear in the responses sent by the respective agent, the following steps need to be followed:

1. Ask the agent to open an incident

2. In the Message Tab Toolbar options section:

3. Check that the 'Include Signature' check box is checked.

Note: the 'Include Signature' check box will not display within the Options if the staff account does not have a signature in the 'Email Signature' field of the staff account.