Mail Templates

Mail Templates can be made to quickly respond to the users. Mail templates help avoid extra work when sending a reply or forwarding a request.

Add Mail Template

There are two kinds of Mail Templates available in the helpdesk. One can be configured to be privately available to the user, and the other can be made public by the administrator for everyone to use.

To add a mail template, go to:

Settings > General Settings > Mail Templates

Write the text which you want to be prefilled in the reply/forward box.

You can use the # sign to populate some variables, e.g.

#ticketid
#requester

These variables will auto-populate the requester name and ticket id in the mail template.

Click save when done.

Edit Mail Template

To edit a Mail Template go to:

Settings > General Settings > Mail Templates
From the list click on the Mail Template > Action > Edit.  

Delete Mail Template

To delete a Mail Template go to:

Settings > General Settings > Mail Templates
From the list click on the Mail Template > Action > Delete.  

Use Mail Templates.

When a standard response needs to be sent in the conversation thread, click the reply button in the reply window > then click Mail Template on the top right > choose the appropriate mail template and it will fill the email with the configured standard response.

Similar action can be applied to any request which needs to be forwarded to another person.