Email Templates

Use templated emails for ticket replies.

The number of email templates available depends on the subscription plan.

Requires the Manage/View email template alerts & domains user permissions to edit or view.

Email Templates are exactly what they sound like—ready made email replies that can be applied to ticket threads, such as an outro/thank you email after ticket resolution.

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Configuration

To manage email templates, go to the settings panel and select Email Templates.

Create or Edit an Email Template

1. Select an existing email template from the table, or make a new one with Create Email Template.

2. Configure its options in the opened subpage:

   • Name — the internal name of the template (not a subject line).

   • Description — the internal description used to distinguish templates from each other.

   • Content — toggles the method used to populate the email's content:

     • HTML — will use the provided raw HTML markup.

     • Editor — an interactive template builder with text and content options for:

       • Bold

       • Italic

       • Strikethrough

       • Insert Link (must be a valid URL starting with http:// or https://)

       • Ordered List

       • Unordered List

       • Insert Image

       • Insert Emoji

       • Insert Variable (such as the person's name or a ticket's custom field)

Use Markdown syntax in the editor to insert additional elements, like headings and lines.

Press Save to confirm edits, or Back to all templates to cancel edits.

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Delete an Email Template

1. Select an email template from the table.

2. In the opened subpage, select Delete Email Template and confirm.

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Applying Email Templates

1. Go to the Inbox dashboard.

2. In the Inbox panel, select an existing ticket or press to create a new one.
3. With the ticket opened in the conversation panel, select from the message editor options at the bottom.
4. Select the desired email template by its name from the popup menu. This popup also has options to search templates, preview the template being hovered over, and an options icon to go back to the Email Template settings page.

5. After selecting an email template, its contents appear in the message editor field and can be modified.

6. Press Send or Takeover & Send to send the email.

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