For any of you that have submitted tickets to email@example.com recently, you'll have noticed that the response you get back looks very different from emails sent out of your account. We've been working on it for a while, and now we're ready to reveal our new and improved email notification template!
What's new and what does it look like?
The current email template has been in Zendesk since the beginning, we hadn't yet changed much about it at all. When we sat down to think about how we wanted to improve things, we settled on 3 aims:
Come up with a template which is completely clean. It should look good without any branding, but allow branding headers and footers to be added if so desired
Make it absolutely clear who each comment is from, what type of comment they're making (private or public), what they look like and who they are in Zendesk (agent or customer)
Be readable for slow and faster readers, as well as comfortable on mobile devices
We came up with something that I think will fit everyones' needs, and is a great improvement over the existing template you may still be using. Here's a complete overview:
How do I get this in my account?
For accounts created before July 12th, 2012 this is an opt-in enhancement, which means there are a few things you'll need to do in order to get this new template design.
Here's the steps:
As an Administrator of your Zendesk account, go to Settings > Channels and then "Email".
Scroll down to the "Email templates" section.
If you've made any customization to the existing, legacy template then you may want to copy and paste this somewhere in order to back it up.
Check the "Enable modern template" option.
This will load-in one additional option, "Show user profile photos in email". This will show agent and customer avatars either from your account or using Gravatar. We highly recommend enabling this, as it leads to a far more personal experience for your customers.
When "Enabled modern template" is checked, the markup you see in "HTML Template" is the new template. You're welcome to customize the entire contents of this box, and if you go wrong you can simply hit "Revert to default" at the bottom of the box.
When you're ready, click "Save Tab". Note: you will lose the "old" email template by doing this.
Once you've completed Step 7, any new outbound email will use the newer template.
The new template hasn't changed too much from the existing one, but here are a few tips to understand the subtleties between them.
There is not a link to the ticket in the email template. We believe the email template should be about design, not content. Most standard triggers that send out email notifications have links to the ticket - but if you've removed this you'll want to add that back in.
Try not to go too wild with branded headers and footers. Remember that in email, a lot of people will not see images you embed, because they'll be turned off by default in almost all mail clients unless customers white list you (which is, unfortunately, unlikely). This is not something Zendesk has control over.
While you can use styles in the template using <style>...</style> we recommend against it. Most of the time mail clients will completely strip this out so your customers won't see a lot of styling you've added. This is not something Zendesk is doing, or has control over.