Email Templates are custom emails that can be sent to users throughout the course of processing a case or ticket. Automatic email notifications and case processing screens use these email templates. Information from the case folder will be merged in the merge fields to generate the email message. The application administrator/application user with Manage Email Templates permission can configure Email Templates.
1. Navigate to Settings > Application Management > Email Templates, to view all the previously created email templates.
2. To view email templates being used in a specific Application or Case type, simply select the Application from the Application drop down list and/or select the Case Type from the Case Type drop down list.
Creating a New Email Template
Navigate to Settings > Application Management > Email Templates > New. You will need to fill in the following information in order to create an email template:
Field | Description |
Scope | The scope of the email template will determine at what level you will be able to access the email template created |
Global | If selected you will be able to access this email template in all applications and case types. However you will not be able to use merge fields to auto-populate information in the email with form-data only folder-data, such as when a folder was create and when a folder was closed. |
Application | If selected you will be able to access this email template in all the case types in the application selected from the Application drop down. If you have Application Field Information you will be able to use merge fields to auto-populate information in the email with those fields. |
Case Type | If selected you will only be able to access this email template in the case type selected from the Case Type drop down menu. If you have Case Type Field Information you will be able to use merge fields to auto-populate information in the email with those fields. |
Name | The name of the email template. For Example, Acknowledgment email template, Help Desk ticket resolved email template, etc. |
Subject | This will be the subject of the email when it is sent to users. |
Active | By default newly created email template will be Active. To inactivate an email template, uncheck the Active checkbox. |
Body | This will be the message of the email. Here you will be able to include merge fields by clicking on Insert Fields. |
Insert Fields | Provides a list of all the different merge fields that can be inserted. Merge fields are essentially the meta-data fields captured through the system. All data gathered in your form, as well as some folder data, will be in this list and can be used in your templates as merge fields depending on the Scope chosen above. This way you can generate a generic template that will pull relevant data from a given folder to send automatically to a user with minimal, or no, editing. |
