Customizing your email templates is very simple – and we have created a protective option to return your settings to the system default.

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

  • Global Email Template – which will allow you to define the over all look/feel
  • Ticket Actions Template- which will let you further define the actual comments that appear within the emails.

Clicking the combo box will show you a list of every email template that exists in TeamSupport. Just 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.

To edit the code for the Email Template, simply type right into the body space and click save when you are done. You will notice a Global Email Template in the list This is the master template regarding the colors and font styles. This is an easy way to make generic changes to all templates.

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.

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}}

Personalize Your Emails

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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