Customizing templates for your email notifications

Return to top
Have more questions? Submit a request

46 Comments

  • Roch156

    Hello everyone,

    this topic is great however and having a hard to making the email look like a "normal" email in terms of font and alignment.

    1. Im not sure if the padding/margin adjustments I made are ok for all users in order to look normal. If I use what suggested at the thread the text is on the very very left in my OS X MAIL and iOS Mail.

    2. Even harder: I can not adjust the font style of the content. While it works for my footer, changing font-family: 'Lucida Grande',Verdana,Arial,sans-serif; into 'Helvetica Neue,Helvetica,Arial,sans-serif; makes the template looking very strange. It does not work.

    Can anyone help please?

    Here is my code:

    <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

    <html>

    <head>

      <meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

      <style type="text/css">

        table td {

          border-collapse: collapse;

        }

        {{styles}}

      </style>

    </head>

    <body {{attributes}} style="width: 100%!important; margin: 0; padding: 0;">

      <div style="padding: 20px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#000000;">

        <div style="color: #b5b5b5;">{{delimiter}}</div>

        

    {{content}}

      </div>

      <div style="padding: 20px ; line-height: 18px; font-family: 'Helvetica Neue,Helvetica,Arial,sans-serif; font-size: 12px; color: #aaaaaa;

        margin: 10px 0 14px 0; padding-top: 10px;">

      This is my footer. Font change works.

      </div>

    </body>

    </html>

    0
  • Bob Novak

    Hi there - are you trying the approach outlined in this article? 

    https://support.zendesk.com/hc/en-us/articles/203661346-Setting-up-an-unformatted-email-template

    That is one way to make your email notifications look like normal emails without the extra formatting. If that doesn't work for you please let us know.

    0
  • Jenneke Koorn

    I would really like to be able to customise the delimiter for the 3 languages we support, because the wording is too formal. However, editing the {{txt.email.delimiter}} in Admin: Channels:Email is not an option because that would change the delimiter for all languages to that specific text, and editing {{delimiter}} in the HTML template would do the same. Help please!

    0
  • Bob Novak

    Hi Jenneke - unfortunately there isn't an easy way to do this. The delimiter field will basically accept either the standard placeholder or static text of your choosing. There isn't a way to use custom dynamic content as the delimiter.

    You could consider creating dynamic content and placing that at the very start of your notification triggers, that would then be below the delimiter (which you could replace with symbols or something innocuous). I haven't had a chance to test that approach though, so I recommend you reach out in a ticket if you try that and are having issues.

    0
  • Kevin Lange

    I'd like to be able to add a tag such as {recipients}. This would list everyone who received the email and who will receive the response.

     

    ~Kevin

    0
  • Patrick B.

    Is there any way to change the font of the emails (do not want Lucida, Verdana, Tahoma, etc)?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Patrick!

    We have a Support Tip that should help you out: Changing your email template content fonts. Hope that helps!

    0
  • Maurice

    Is it possible to show a {{group.name}} or something similar in the footer?

    Or is the only option {{footer}} and {{footer.link}} or hard-coding HTML?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Maurice!

    The {{footer}} and {{footer.link}} placeholders are hard-coded and can't be altered. However, they are definitely optional, so if you want to leave them out and add something else at the bottom of your template, you certainly can. You can code the HTML so that the bottom of the email template is formatted to show a footer section that's formatted differently from the rest of the email.

    As for showing the {{group.name}} or other placeholder in the footer section you create, those placeholders aren't made for use in the email template, so if you add them, nothing will show up in the email. You would need to add those placeholders to your trigger or automation notifications instead.

    You can find more information about our placeholders here: Zendesk Support placeholders reference

    1
  • Justin

    Is it possible to use Google Fonts in email templates?

    0
  • Stephen Fusco

    Hey Justin, 

    Yes, you would definitely be able to use Google Fonts in the email template! You can find more information about how to do that here: Changing your email template font

    Thanks for your question! 

    0
  • Ruth Davidson

    Which plan must I have before I can customise the helpdesk email template?  We have Team Support and Guide at the moment.  Thanks

    0
  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Ruth!

    You can access your email template on all plan levels. Just go to your Gear Icon > Channels > Email > Email Templates.

    Let us know if you need anything else!

    0
  • Ruth Davidson

    Hi Jessie, I don't have this option to make changes to the email templates. I've logged a ticket but waiting to hear back from Zendesk.

    0
  • Haeli

    Hi, I have a question about {{footer}}

     

    {{footer}}Optional. Displays the line "This email is a service from YourZendeskName." 

    -> Is this ZendeskName automatically changed if we have multiple brands? I am worried if this zendesk name isn't changed and remained with the default brand name. 

     

    For example if we have `Brand A` and `Brand B` than this footer will be automatically changed as per brands, so it will be like : This email is a service from "BrandA" or This email is a service from "BrandB" Right? 

     

    0
  • Justin

    Hi Haeli. Yes - that is the intended behavior. We have multiple brands enabled and the footer will show that it was sent from the relevant Brand.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Ruth! Sorry for the delayed response!

    I see that you were able to get assistance with your issue in that ticket, and everything seems to be working for you. Let us know if you need anything else!

    0
  • Jessie Schutz
    Zendesk team member

    Thanks for jumping in to help, Justin!

    0
  • Iohbha Kharbithai

    Hi,

    Am trying to add a link back to the tickets in an email trigger using following placeholders

    {{ticket.link}} or {{ticket.id}} or {{ticket.url}}

    Unfortunately, the requester received an email without the link.

    Please help.

    Is this feature plan dependent?

     

    Thanks,

    Iohbha

     

    0
  • Bob Novak

    Hi Iohbha - you will need an active Zendesk Guide portal in order for those links to work. Without that there is no end-user website for the links to route to.

    1
  • Iohbha Kharbithai

    Hi Bob,

    Appreciate your immediate response.

    We are in a B2B scenario and trying to setup ZenDESK for our Support needs.

    Sorry for being naive, but I didn't follow the term "active Zendesk guide portal". 

    0
  • Bob Novak

    Zendesk Guide is the portal that allows end-users (non-Agents) to see their requests. You can read more about it here:

    https://support.zendesk.com/hc/en-us/articles/203664346-Getting-started-with-Guide-Setting-up

    Once Guide is enabled your users can access their tickets and those placeholders will render properly.

    1
  • Iohbha Kharbithai

    Thanks Bob. That was helpful.

    0
  • Lila Kingsley

    Question on {{footer}} and branding:  before we implemented branding the footer displayed the account name (i.e. the value in settings>account>branding>your Zendesk account name. After branding was implemented (one new brand was created for the purpose of an external help center only) it is showing our default brand as that is what all our tickets will use

    I prefer to continue to have the account name populate--is there any way to keep account name in the footer with branding implemented?

    0
  • Stephen Fusco

    Hello Lila, 

    To resolve this problem you just need to change the default brand's name under Admin > Manage > Brands

    Click on the gear icon next to the brand which will pull up a settings page where you can adjust the name of the default brand which you can change to match the name of your company:

     

    0
  • Kim Langenkrans

    Hello, under the footer I have this text,

    Is there possibly some way to remove that text.

     

    0
  • Amie Brennan

    Hi Kim,

    There's no way to remove the message ID which you've reference in your screenshot. This is required in the footer so tickets within Zendesk thread correctly when replies are sent back and forth between customer and agent. It's currently hidden on the footer being in white text.

    If you happen to use a different color in your email notifications, you can look at changing the message ID text to the same color so that it blends in and is not visible to the customer. 

    Hope this helps you with your query on this one. :)

    Best,

    Amie

    0
  • Donny Michel

    Hi, 

     

    When ever the client sends in a support ticket, there is dummy text that says the following: 

    “Your request (6) has been received and is being reviewed by our support staff.

    To add additional comments, reply to this email.”

    I was able to edit the email template style / layout but I did not see a spot to edit this default text. Is there a spot to edit this section?  

    Thanks

    0
  • Amie Brennan

    Hi Donny,

    The text you're looking to customize here lives in the Triggers in your account; not within the email template. 

    Head over to Admin > Business Rules > Triggers.

    Edit any trigger which has "Requester" in the trigger title. These are the triggers which send out the email notifications (like you've noted in your comment above) to your end-users (ticket requesters). 

    On the editing page for the trigger, scroll to the bottom, where you'll find the email body section which contains the editable text. You can edit this text here to whatever you like. 

    Just in case you need, you can check out all of our guides which relate to triggers in our Trigger Resources section here

    This should put you on the right path from here with this. :)

     

    0
  • Donny Michel

    Awesome! thank you

    0

Please sign in to leave a comment.

Powered by Zendesk