Ticket Email Templates (Settings)

Add, remove or modify email templates that are available for Ticket-From-Email auto-replies.

In order for an auto-reply to be sent in response to an incoming Ticket-From-Email message, an auto-reply template must have been created.

Accessing Ticket Email Template Settings

Settings > Ticket Settings > Email Templates

The CommTrak HTML editor is intended to be used for making minor adjustments to professionally-designed HTML templates. It is recommended that ticket email templates are initially created by an HTML design professional (e.g. web developer).

Add a Ticket Auto-Reply Template

In the Add new email template section, enter a title for the new ticket auto-reply template and click .

A blank template will be displayed in the CommTrak HTML editor, into which the Auto-Reply message should be entered. See, Editing a Ticket Auto-Reply Template, below, for information pertaining to the editing of an email template.

Do not copy and paste anything other than plain-text (i.e. non-formatted text) into the CommTrak HTML editor, unless copying from an existing CommTrak HTML Template. Other text editors (e.g. Microsoft Word) include non-standard formatting styles that will not be reproduced correctly when sending the email.

Editing a Ticket Auto-Reply Template

If required, edit the Email Template name.

Enter or modify the template message in the editor window, using the features on the editor toolbar, as required.

Placeholders

Placeholders are available for use in the email template message; available placeholders are listed in the Legend area, to the left of the message editor.

For example, you may wish to include the Ticket ID, date, and your company details, in the auto-reply:

Some examples of placeholder usage are highlighted (in green) in the above image.

Editing the HTML Source

If you are familiar with HTML source code, you can edit the source directly, by clicking the Source button (top-leftmost) in the HTML editor toolbar.

Do not attempt to edit the HTML source code unless you are familiar with HTML. Without a good understanding of HTML coding, it is very easy to damage an HTML template.

Previewing a Ticket Auto-Reply Template

Prior to saving a new or modified email template, it is highly recommend that the template is previewed in an email client (e.g. Outlook).

Clicking will send to the currently-signed-in user, a copy of the email, in the same format in which it will be presented to the recipient of the auto-reply.

CommTrak sends the preview email immediately, and the preview message should be received within a few seconds, although this will depend on the speed of your email provider.

Carefully review the contents of the email template in your email client, making any corrections as required, prior to saving the template in CommTrak...