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E-mail templates for HelpDesk

templates

This how-to is based on a video tutorial which you can find here. To make handling tickets even easier, you can create email templates. There are a few ways to get to e-mail templates. You can access them from the HelpDesk.

After you get in, you will see this page.

To make a new template click on the green button on the right. Here you can see what the page for creating a new template looks like. You will be able to choose to what mailbox the template belongs to, and for which status it will appear. When you tick the "Send immediately" checkbox, every time a task changes its status, an e-mail notification will be sent. We recommend configuring the workflow in a way that prevents the task from returning to the status twice.

Now on how to use the template. When a customer sends you an email, it will transform into a ticket. You will see the external e-mail in the ticket header.

After you update the ticket you have to check a checkbox.

After clicking Save you will land on this page.

On top you can choose from the templates, you can edit the e-mail sender, recipient, or add a CC. You are also able to add any type of attachment. After clicking the "Send email" button, the system will confirm that the email was sent successfully.

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