Global Template Variables

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GearIcon.png > Customization > Template Variables

Also known as Custom Template Variables, the variables that are predefined on this page are used in the default email templates. Modifying them effectively customizes those templates for your installation.

In addition to using them in Email Templates, variables defined here can be used in Document Templates. You can modify the existing variables and add as many additional variables as you need.

To modify the default template variables:

  1. Go to GearIcon.png > Customization > Template Variables
  2. Modify the default variables for your installation:
    • Support Team Name
      Provide the name of your support team. This variable tells an email recipient where the message came from.
    • Support Team Email Address
      This is the address that message replies will go to. By default, it points to the default Email Channel address that comes pre-configured with the system. (When replies to a Case message are sent to that address, the replies are automatically recorded in the case history. If the configuration allows it, a message sent to that address will also cause a case to be created.)
    • Support No Reply Email Address
      The "No Reply" address used for messages that should never receive a response. (For example, a "bounce" email that is configured to go back to an unrecognized sender should never receive any replies.)
  3. Click [Save]

To create new variables:

  1. Go to GearIcon.png > Customization > Template Variables
  2. Click [Manage Custom Template Variables]
  3. Provide a descriptive Title for the variable.
  4. Provide a variable Name.
    Alphanumeric characters, hyphens, and underscores are allowed. It must start with an alphabetic character.
  5. Provide a variable Value.
  6. Click [Save]
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