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Email and Notification Templates

Notification templates standardize communications related to tickets. They ensure consistent messaging while allowing for personalization through dynamic content.

Template Types​

Email Templates​

  • Created and managed in the Templates section of Service Catalog
  • Used in email actions to notify users of ticket events
  • Supports HTML formatting for professional appearance
  • Includes dynamic field insertion using "@" or "$" notation

Canned Notes​

  • Predefined note templates for common responses
  • Available in the ticket notes section after creation
  • Reduces typing time for agents
  • Ensures consistent communication

Template Components​

Email Template Structure​

  • Subject: The email subject line (can include dynamic fields)
  • Email Body: The main content of the email
  • Email Signature: Optional standardized signature
  • Dynamic Fields: Placeholders that pull data from the ticket

Template Variables​

Insert ticket information using special notation:

  • Use "@" or "$" to access field values
  • Select from available fields in the template
  • Values are automatically populated when the email is sent

email_notification

Template Best Practices​

  • Standardization: Create templates for common notifications to ensure consistency
  • Personalization: Include recipient's name and specific ticket details
  • Clarity: Keep messages clear and concise with important information highlighted
  • Branding: Maintain consistent visual elements and tone
  • Action Items: Clearly state any required actions for recipients