Every email that is sent out of TeamSupport has a template associated to it. You are able to customize each template to meet the needs of your organization. Your account has been pre-configured with default settings for your convenience.

Global Templates Definitions

There are two templates you can edit that will impact all other templates color/look/feel wise.

  • Global Email Template – This is the master template regarding the colors and font styles. To edit the code for the Email Template, simply type right into the body space and click save when you are done.
  • Ticket Actions Template – This template allows you to further define the actual comments that appear within the emails that contain the placeholder {{Actions}}.

Additional Template Definitions

Enterprise Edition Only Templates:

  • Task – Reminder: This is the email the Task owner will receive as a reminder for their Task.
  • Task – Update: This is the email the Task owner will receive when their Task gets updated.
  • Task – Assigned: This is the email the Task owner will receive when a Task gets assigned to them.
  • Task – Completed: This is the email the Task creator or owner will receive when a Task has been completed.
  • Task – Old Owner: This is the email the previous Task owner will receive when their Task is assigned to someone else.

Support Desk Edition Only Templates:

Templates for Both Editions:

  • New Ticket Confirmation: This is the confirmation email a customer receives after creating a ticket on the Classic Public Portal.
  • New Ticket Confirmation – Advanced Portal: This is the confirmation email a customer receives after creating a ticket in the Classic Advanced Portal or the Customer Hub.
  • New Ticket Confirmation – Internal: This is the confirmation email a customer receives after creating a ticket via email.
  • Ticket Assignment – User: This is the email a TeamSupport user receives after a ticket is manually or automatically assigned to them.
  • Ticket Assignment – Group: This is the email a TeamSupport user receives when a ticket with an unassigned user is assigned to a group to which they are a member. This feature is controllable via user settings.
  • Ticket Update – User: This is the email a TeamSupport user receives when a ticket is modified. This email will be sent to the assigned user, and all subscribed users, when the following occurs by any other user or a customer:
    • Private and/or public actions are created
    • Severity update
    • Status update
      We recommend using the {{Changes}} placeholder in this email template. This placeholder will indicate that the severity was updated and will include the new severity.
  • Ticket Update – Basic Portal: This is the email a Classic Public Portal and non Customer Hub users receives when a ticket is modified.
  • Ticket Update – Advanced Portal: This is the email Classic Advanced Portal and Customer Hub users receives when a public action is added to a ticket, or (optionally) when the status is updated. The latter is controlled by an admin setting called “Disable ticket status update emails”.
  • Ticket Closed: This is the email a customer will receive when a ticket is set with a status that has the “Send Closed Email” option checked.
  • Ticket Update Request: The user assigned to the ticket gets this email when an Update Request is issued.
  • Ticket Email: This is the email a ticket owner will receive when a Email Ticket request is issued.
  • SLA – Violation: This is the email sent when a ticket violates an SLA.
  • SLA – Warning: This is the email sent when a ticket goes into warning state for an SLA.
  • Welcome User – Portal: This email welcomes a new Classic Portal user.
  • Changed Password – Portal: This is the email a Classic Portal user receives after they successfully reset their password.
  • Reset Password – Customer Hub: This is the email a Customer Hub user receives when their password is reset.
  • Welcome User – Customer Hub: This email welcomes a new Customer Hub user.
  • Reset Password – Portal: This is the email a Classic Portal user receives when their password is reset.
  • Scheduled Report: This is the email received when the scheduled report is processed and sent.
  • Applause Reaction Notification: This is the email a person will receive when their post receives a reaction.

Customizing Templates

Clicking the combo box will show you a list of every email template that exists in TeamSupport. Select the the template you would like to customize and edit/save your changes.

You may specify an Email Template to be used by specific Product Lines by selecting the Product Line from the drop down menu. This is a very powerful option in order to customize your Email Templates based on the Product selection made on a ticket. An example use for this feature would be to put Product Line specific logos on outgoing emails from TeamSupport. First your Product Lines and Products need to be setup. Next, create your Product Line specific Email Templates. Finally, when a Product is selected on a ticket, the corresponding Email Template will be used.

To configure a Email Template for a Product Line, simply select the Product Line from the drop down menu. You are now working on that Product Line specific Template. Be sure to save any changes you make by clicking the save button as outlined below.

Once you have selected your template and customized the code, you can click the Preview link to see what your template will look like. To make additional edits, just click the Edit link.

Placeholders

Use placeholders to easily insert frequently used information into your text. For example, you may want to insert your company name into your emails. Simply add the {{MyCompany.Name}} into a given template to add this.

You can re-order place holders, add and remove them as needed. Do not edit the text inside of them however. Example: Do not change {{Action.Description}} to {{Text.Description}}

You can also personalize your emails using the placeholders. Some examples are:
{{Ticket.Status}}
{{Ticket.Severity}}
{{Ticket.CreatorName}}
{{Ticket.DateCreated}}

There are many placeholders that will be updated according to the email template that you choose.

The placeholders will be replaced with the correct values when the email is sent.

Need more help with this?
Customer Support

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