Email Templates
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About Email Templates
Email templates are used to carry on case-related communications. They variables they contain are replaced with case-specific data, to create a customized message. A large collection of templates have been predefined for use in a variety of circumstances. For example, one template is used to tell a customer that a new case has been created for an issue they reported, while another tells them when a Note has been added to their case.
You can create new templates, and modify the ones that already exist.
Working with Email Templates
Creating or Editing an Email Template
- Go to
> Customize > Email Templates - Click [New Template] or select an existing template
- Fill in the information below
- Click [Save]
Available Template Fields
The Template Variable Tool appears at the top of the page. You'll use that tool to find out what variables exist for this kind of template, and what those variables are called.
Basic Information
- Template Name - The name that appears in the list of templates.
- Type - Specify the type of template, which determines where it can be used and which template variables are available.
- Case Response - The template is used to notify the end user when a Case Worker has added a comment to a Case, or to send and automatic response when the end user has corresponded via Email to Case or Web to Case.
- Service Portal Invitation Template - The template will be sent to a customer to invite them to the Service Portal.
- SLA Notification Template - The template is used to send reminders and (re-)assignment announcements, as part of SLA processes.
- From Name - The name that indicates the person or department the email came from. For example, "Company Support".
- From Address - The email address that end-user replies will go to. (See the note below)
- Subject - Subject for the message.
- Message - Choose how you want to compose the message:
- Use the WYSIWYG HTML Editor
- Paste HTML code written in an external editor into the RAW HTML window
- Write a Plain Text message
Tip: Most templates are set up to use the Email to Case mailbox as the "From" address. That way, replies to each message are automatically recorded as part of the Case.
Template Variables
The Template Variable Tool gives you the variables you can use as you compose the body of the template.