System AdministratorEmail templates for Helpdesk

Author: System Administrator Displayed: 18122
Created: 20.08.2015 Updated: 20.07.2021
Version: 9
Tags: templates
MoreLess

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 few ways to get to email templates. 

You can access them from the Help desk.

Image20210720234743_1.jpeg

After you get in, you will see this page:

Image20210720234743_2.jpeg

To make a new template click on the green button on the right.

Here you can see hot 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.

Image20210720234743_3.jpeg

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 email in the ticket header.

Image20210720234743_4.jpeg

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

Image20210720234743_5.jpeg

After clicking Save you will land on this page:

Image20210720234743_6.jpeg

On top you can choose from the templates, you can edit email 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.

Note: Automatic email notifications are sent only when creating a new ticket but not when updating it.

Configuration for email notifications from Easy Redmine
Add picture from clipboard