Managing Email Templates

Managing Email Templates

Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send an email acknowledgment to your customers on receiving their ticket.

Here are the Predefined Email Templates that are available in Zoho Desk:

For Requestors:
  1. Acknowledge on receiving their ticket
  2. Acknowledge Cc'd users in their ticket
  3. Acknowledge on receipt of a new response
  4. Comment has been added to their ticket
  5. Comment has been deleted from their ticket
  6. Comment is modified in their ticket
  7. Resolution is added to their ticket
  8. Acknowledge on closing their ticket
For Agents:
  1. Receiving a new ticket
  2. Requestor responding to their ticket
  3. Ticket is assigned to them
  4. Blueprint transition is assigned to them
  5. Task is assigned to them
  6. Call is assigned to them
  7. Event is assigned to them
  8. Remind them about their tasks
  9. Remind them about their calls
  10. Remind them about their events
  11. Task created for their ticket is completed
  12. Call created for their ticket is completed
  13. Event created for their ticket is completed
  14. Comment has been added to their ticket
  15. Comment has been deleted from their ticket
  16. Comment is modified in their ticket
  17. Receiving a happiness rating for their ticket
  18. Receiving a feedback on their article
  19. Receiving an article for review
  20. Article sent for review is published by the reviewer
  21. Article owned by them is about to expire
  22. Article owned by them has expired
  23. Receiving a ticket for review
  24. Ticket is escalated
  25. Blueprint state is escalated
  26. A ticket is moved to their department

For Teams:
  1. Ticket is assigned to the team
  2. Requestor responding to the teams' ticket
  3. Comment has been added to the teams' ticket
  4. Comment has been deleted from the teams' ticket
  5. Comment is modified in the teams' ticket
  6. Task is assigned to the team
  7. Call is assigned to the team
  8. Event is assigned to the team
  9. Task created for teams' ticket is completed
  10. Call created for teams' ticket is completed
  11. Event created for teams' ticket is completed

These predefined templates can be further customized according to your business requirements. 

Note:
  • Users having a paid plan in Zoho Desk can customize email templates.
  • Only users with Profile permission for managing Email and Ticket Templates can access this feature.

Creating Email Templates
You can create and use email templates to send emails to your customers and agents.
To create an email template:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Templates under Customization.
  3. In the Email Templates page, select a department from the drop-down.
  4. Click Add in the upper right area and select New Template.
  5. In the New Email Template page, select the Module Type from the drop-down list.
  6. Enter the Template Name.
  7. Select the Template Folder from the Select Folder drop-down list.
  8. For the template, add the From, Subject, etc. details.
  9. In the Message section, create the email message body by incorporating the fields from various modules:
  10. Click the required fields from the Insert Placeholders drop-down list based on the category (Agent, Organization, or Specific Module). The placeholder text will be pasted into the Message section.
    You can also provide placeholder text for the Subject of the email template.



  11. Click Preview to view your email.
  12. Click Save.

Note:
  • The placeholder text will be replaced with the actual values when you send the Email template.
  • You can create a template with 32000 characters.
  • You can embed video in your email template by using the Insert HTML options.
  • Email Templates are module-specific. You can create templates for modules like Tickets, Contacts, etc. 
  • Email Templates are department-specific.

Modifying Email Templates
You can modify the existing email template by changing the required fields.
To modify an email template:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Templates under Customization.
  3. In the Email Templates page, select a department from the drop-down.
  4. Click the Edit icon (  ) corresponding to the email template.
  5. In the Edit Email Template page, modify the email template details.
  6. Click Preview to view your email.
  7. Click Save.

Deleting Email Templates
Occasionally, you may remove email templates that are not useful for future reference. However, please note that you cannot delete the Public Email Templates.
To delete email templates:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Templates under Customization.
  3. In the Email Templates page, select a department from the drop-down.
  4. Click the Delete icon (  ) corresponding to the email template.
  5. Click Ok to confirm.

Creating Email Template Folders
A folder is a place where you can store email templates. Each of your folders can have separate security permissions. When you create a new folder, you can set it to be either public or private, but further down are the sharing settings:
  1. The folder is accessible by all agents
  2. The folder is accessible only to you
  3. The folder is accessible only by the following agents
If you choose option 3, you can give access by:
  1. Teams
  2. Roles
  3. Roles and Subordinates
  4. Agents
If you only need a few users to have access, the Agents route is probably your best option.

To create email template folder:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Templates under Customization.
  3. In the Email Templates page, select a department from the drop-down.
  4. Click Add in the upper right area and select New Template Folder.
  5. In the New Template Folder page do the following:
  6. Enter the Folder Name.
  7. Specify additional information about the folder in the Description text box.
  8. Under View Permissions, select an appropriate permission setting.
  9. Click Save.

      
You can click the Edit (  ) or Delete (  ) icons alongside the Folder Name to modify or delete a folder.

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