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How to customise the email notification templates?
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Follow the steps explained below to customize the email notification templates,

  1. Navigate to Main Menu > Manage > Ticket Settings section > Notifications > any ticket type tab
  2. Click on any of the notifications to Edit
  3. Here the list of all the teams in service desk will be displayed along with the count of Assignment groups within those teams.
  4. Notification can be enabled or disabled for the teams by using the toggle provided.
  5. Clicking on a team will open up the Notification Template Edit panel.


Notification Template Edit Panel

Following details can be edited here,

  • Email Subject
  • Email Content
    • Using the rich text editor you can customise the content for the notification.
    • You can use Merge Fields to add dynamic field information into the template.
  • Template Options 
    • include attachments - This will include attachments to the notifications sent
  • Apply when ticket is created using 
    • Here you can choose the Email Channels to which this notification applies to
      • Admin Panel
      • Support Center
      • Requester Panel
      • Email
      • HappyFox Workflows
  • Select Assignment Groups
    • Here you can choose the Assignment groups to which the notification and these settings apply to.
  1. Click Save.
  2. You can reset the changes made to a template to the default template. Mouse hover over the notification row item and click on the Reset to Default option. This will reset the changes made to the template.
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