Email Templates

The Email Templates page lists all templates used for email responses to system-generated messages and notifications.

1. Go to Settings - General Settings - Email Templates. The following templates are available:
• Closed notification to customer - Sent to the customer user when the ticket has been marked as resolved
• Notification triggered by Contract Hours limit (to staff) - Sent to staff when a customer has reached their Creating a Contract
• Notification triggered by Contract Hours limit (to user) - Sent to customer admin user when they have reached their Creating a Contract
• Internal Note Notification (to staff) - Sent to staff when a new Internal note is added to a ticket
• New Ticket Notification (to staff) - Sent to staff when a new ticket has been raised
• Asset Reminder - Sent to the email address defined when the reminder is generated (e.g. warranty renewal reminder)
• SLA Breach (to staff) - Sent to staff when an SLA breach occurs - see Creating a Service Level Agreement (SLA)
• SLA Warning (to staff) - Sent to staff when an SLA warning is generated - see Defining SLA Warning Window
• Notification of Ticket Assignment (to staff) - Sent to Staff Agent when they have been assigned a ticket
• New Staff Response (to customer) - Response added to ticket by Staff Agent is sent to customer
• Notification Triggered by Ticket Rule (to staff)
• New Ticket Confirmation (to customer) - When a customer creates a ticket they receive this conformation
• New User Response (to staff) - Customer response added to ta ticket is sent to assigned Staff Agent
2. Click on a template to open details:



The following is displayed:

• Subject - This field contains the email subject. Tags that can be used are listed in the box below this field.
• Template - This panel contains the email contents. Tags that can be used are listed in the box below the panel.
3. Customise as required.