Overview

The External Email Templates have been created as default for all areas of communication for your Customers. These email templates can be enabled and disabled and they can tailored to suit your business wording and branding. Examples of email template designs can be found  here

Rich Text – Copy & Paste and Drag & Drop

Copy & Paste images and Drag & Drop attachments in to the Description of the ticket and the Add Note box, using the Rich Text feature, which can be enabled via the

Admin Area > Setup > Global Settings > Features > Rich Text Notes

The attachments will save in the Files tab and the images will be clearly visible in the ticket record to view. Once the images are in the ticket you are able to resize them. Rich Text Notes allow you to format the notes box with font description and size for both the main application and the self service portal.


For this to work effectively, you will need to add the Ticket.Description.HTML field in to your email templates.

 

Guidance

Navigate to the Admin Area > System Areas > Select the system area e.g. Ticket > Templates > External Emails

 

To Add an External Email Template   - Click Add   - Complete each of the tabs   - Click Save

 

Use Basic Details to select who to include, the theme and the signature.

Click here to find out more about applying an Email Theme.

 

 

To Edit an External Email Template   - Select the template you wish to edit   - Click Edit   - Make the Changes   - Click Save

 

 

To Delete an External Email Template   - Select the template you wish to delete   - Click the Delete   - Confirm the Action

 

 

To Copy an External Email Template   - Select from the existing templates which you would like to copy   - Click Copy Template   - Rename the Template   - Make changes   - Click Save