Mail Templates

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

Add Mail Template

There are two kind of Mail Templates which are available in the helpdesk. One can be configured privately available to the user and the other which the administrator can make public for everyone to use.

To add mail template go to:

Settings > General Settings > Mail Templates

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

You can use # sign to populate some variables. i.e.

#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 particular response from the conversation thread is needed to be sent a standard response, click the reply button in reply window > then click mail template on the top right > choose the appropriate mail template and it will fill the email with the standard response configured.

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