Email Templates

The emails you create and send to customers or employees are based on standard templates you maintain using the Email Templates page. Email templates are classified by the module they apply to.

Many default email templates used by the system are not shown on the Email Templates page. You must create your own custom email template and select it elsewhere in the system to override the default email template being used by the system.

Email template examples include:

Service Desk - Sending communications based on ticket creation, assignment, status changes, requests for information and closure
CRM - Sending quotations to prospects or customers
HR - Welcoming new employees to logon the first time.
Inventory - Sending a purchase orders to suppliers
Finance - Sending invoice to your customers
Client Portal - Sending new client portal user and reset client portal user password emails to your customers.

Field Placeholders

Field placeholders inserted into the body text of email templates enable you to quickly send out customer-specific or employee-specific emails.

Editable Header Fields

Email Template Name - The name of the email template.
Description - A longer description of the email template.
Module - The module using this email template.
Status - If Active, this email template can be used.

Editable Email Template Details

From - Defaults from the Admin > My Company > Company Settings > General > Business Email field.
CC - Additional recipients to copy.
BCC - Additional recipients to blind copy.
Subject - The subject of the message.
Content - The body text of the message.
Note: If you want to support replies to emails sent out for tickets, include the Ticket Number field in the body text.
Fields - Insert your cursor anywhere in the body text area of your message, then click any field listed in the Fields list. A field placeholder will be inserted into the body text. When a message is sent these field placeholders are resolved to specific values. The list of fields available to select is based on the module you select in the Module field in the header.