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Default Email Templates

Overview

A list of default email templates are available to you that are immediately ready to use. You can edit and adjust the content of these Default templates, but you cannot delete them.
There are three types of Default Email Template in Enate:
  1. 1.
    System Email Templates
  2. 2.
    Ticket/Case Email Templates
  3. 3.
    Feedback Footer Templates

System Email Templates

A number of System Email Templates are available by default. These can be edited but cannot be deleted, and new System Email Templates cannot be created. Current System Email Templates are as follows:
  • New Agent User Creation - will trigger when a new user is created
  • Forgot Password - triggers when a user clicks on 'forgot password' on the login screen
  • SSO Forgot Password - triggers when an SSO user clicks on 'forgot password' on the login screen
  • Password Reset Confirmation - triggers to confirm when a user has successfully reset a password
Note: Default Email Template content is supplied in English only, however you are able to manually specify translations in other system-supported languages.

Ticket/Case Email Templates

Ticket/Case Email Templates are fully editable, and new ones can be created. Ticket Email Templates that are available by default are:
  • Request Acknowledgement - triggers when a Ticket has successfully been created. Includes Ticket reference number. Goes to the primary contact of the recipient, and to any CC contacts.
  • Ticket Launched Case - triggers when a Ticket has successfully been converted into a Case
  • Ticket No Response - gets sent when a Ticket is in a state of 'Waiting for more information' and no response received within waiting time set. Goes to Primary Contact.
  • Ticket Split - gets sent when a Ticket has been successfully split to the primary contact.
Feedback footer templates are fully editable and new ones can be created.
The same GUI is used for defining Feedback Footer templates as for Email Templates, however it is only the HTML Body content that you define which will be used – it will be appended to the bottom of whatever email is being sent (if it’s configured to do add footers in).
Any Files and Subject text configured which you might (irrelevantly) set when you’re defining a footer template will be ignored; only the body text is selected.