Email templates
The text and look of the emails customers get on email tickets: operator replies and updates on the ticket.
The section is “Settings → Texts & broadcasts → Email Templates”. The template list and Branding are on the left, the Subject, Body and Available variables (click to insert) in the middle, the Preview on the right. The owner and admins can save changes.
When emails go out
- Only for tickets from the email channel, or from the widget with Email Bridge on (widget builder). Widget replies go out by email only while the visitor isn't on the widget.
- They are sent through the project's email channel SMTP (the bridge channel for the widget). With no SMTP set, nothing is sent — see SMTP.
- Customers without an email address, or who unsubscribed, get no emails.
Six templates
| Template | When | Default |
|---|---|---|
| Operator reply | An operator replies in the ticket | on |
| Acknowledgement | A ticket is created: the customer's email arrives. In the widget: after a message from a visitor who has an email address, and only if “Send auto-ack email” is on in the builder's Email Bridge | on |
| Ticket resolved | An operator closes the ticket | on |
| Ticket reopened | The ticket is reopened | on |
| Operator assigned | An operator takes the ticket | off |
| Rating request | The ticket is closed and not rated yet; the email links to a page for rating it 1 to 5 | off |
Each template has an Enabled switch; “Reset to default” brings back the original text.
Variables
Variables use single curly braces. Only the ones available in the selected template are listed under the field.
| {workspace_name} | project name |
| {ticket_id} | first 8 characters of the ticket ID |
| {ticket_subject} | ticket subject |
| {operator_name} | operator name |
| {contact_name} | customer name, or their email up to the @ |
| {reply_body} | the operator's reply |
| {resolution_time} | time from creation to closing |
| {rating_url} | link to the rating page |
In Acknowledgement the old {name} and {workspace} still work — they mean {contact_name} and {workspace_name}.
Branding
- Logo URL — an image in the email header (up to 40 px high); without it the project name is shown.
- Accent color — the color of the top bar and buttons.
- Footer text — company details, for example; it sits above the unsubscribe link.
- Sender name is how emails to customers are signed in the From field (operator replies, ticket emails, broadcasts); the address stays the email channel's. If a channel has its own “From — sender name”, its emails use that. Empty means the project name.
- “Hide «Sent via SupportHub»” works on plans with custom branding — Business and Enterprise by default. On other plans the line stays even with the switch on.
Replies land in the same ticket
Emails on an email ticket join the same thread as the customer's original message. When the customer answers an operator reply, the answer lands in the same ticket (replies are remembered for 30 days), and the quoted history is stripped so the operator sees only the new text.
Unsubscribing
Every email has an unsubscribe link and List-Unsubscribe headers for the Unsubscribe button in Gmail and Outlook. Once unsubscribed, the customer stops getting all of these emails, operator replies included, and email broadcasts. There is no way to undo it from the interface.
Rating page
In Rating request, {rating_url} links to a page with five stars. The customer clicks a rating and it is saved on the ticket; clicking again changes it. No sign-in is needed. The rating page is in Russian.