Customizing templates for your email notifications

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  • 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:


  • Kim Langenkrans

    Hello, under the footer I have this text,

    Is there possibly some way to remove that text.


  • 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. :)



  • Donny Michel



    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?  


  • 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. :)




    Amie Brennan | Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 |

  • Donny Michel

    Awesome! thank you

  • Michelle Jung

    Can we embed social links into our email template? How do we do this?


    Also is it possible to customize our email responses other than altering the HTML?

  • Nicole - Community Manager

    Hi Michelle - 

    HTML is the only way currently available for customizing your email template. 

    You should be able to put in links to social media the same way that you would put in a link to any other website as outlined above. 

  • Victoria Moree

     i have a question concerning zendesk email design: we have the information how to change emails and the contents of it. This is normally done with the triggers and the email body within the triggers. However the specific Zendesk welcome email (after the ticket has been created) and its content is not in the triggers. How do we change the content of this message? 


  • Jon Daniels

    Hey Victoria!

    The following documentation covers how to update the text of the welcome email:

    Customizing the user welcome email

    Hope this helps!

  • Bill Cicchetti

    Sinnce the ##- Please type your reply above this line -##  line cannot be removed it shows even on email notifications to clients when they are informed that a ticket is now closed (and you really DONT want them to reply )  

    Has anyone found a solution to this so that they cannot reply back to the notification or "hide" this line on closed ticket notifications?

  • Jørgen Sivesind

    Hi ZenDesk!

    What is the relation between the e-mail body in the trigger and the {{content}} tag in the e-mail template.  Does the "e-mail body" define what the content is?  I have not found any doc that explains this clearly.

    Is it possible to remove all the comments in the ticket, from the e-mail that is sent out?  Ideally, I would like to send out an e-mail that only says:  "Your ticket, <xxx>, has been updated, please see this link (<link to ticket>), to see the changes."  -  This is what Facebook and many other do now.  It makes the data posted in the comment much more secure, since it requires a login to view it.

  • Ryan

    Hey Jørgen! 

    That's exactly right, the Comment placeholders (which are {{ticket.comments_formatted}} by default) is what transmits the body of the message to your customer -- By removing that, your reply will not be included in the notification.

    More specifically, your triggers are what controls almost all correspondences that go to the emails of your customers -- you can control what is sent by altering the triggers.


    Hopefully that helps!

  • Jørgen Sivesind

    Hi Ryan!

    Yes.  That is very helpful and quite a simple fix! 😜

    Then I found the list of placeholders here: - I think I have what I need now.

  • Jessica Tovar

    When attempting to add an SMS link to text our support. The link does not become clickable on mobile or desktop. Alternatively, tel works however we need to open text instead.


    <a href="sms:+1408-551212">New SMS Message</a>
  • Devan La Spisa

    Hello Jessica,

    Let's test something out, remove the dash in the phone number and see if that works.

  • Jessica Tovar

    Hi Devan,

    It does not work with the following sms formats, we have attempted multiple combinations:

    <a href="sms:+1310620-1535">New SMS Message</a>
    <a href="sms:+13106201535">New SMS Message</a>
    <a href="sms:+1(310)620-1535">New SMS Message</a>
    <a href="sms:+1(310)6201535">New SMS Message</a>
    <a href="sms:+1310-620-1535">New SMS Message</a>
    <a href="sms:+1310-6201535">New SMS Message</a>
    <a href="sms:+310620-1535">New SMS Message</a>
    <a href="sms:+3106201535">New SMS Message</a>
    <a href="sms:+(310)6201535">New SMS Message</a>
    <a href="sms:+(310)620-1535">New SMS Message</a>
    <a href="sms:1310620-1535">New SMS Message</a>
    <a href="sms:13106201535">New SMS Message</a>
    <a href="sms:1(310)620-1535">New SMS Message</a>
    <a href="sms:1(310)6201535">New SMS Message</a>
    <a href="sms:310620-1535">New SMS Message</a>
    <a href="sms:3106201535">New SMS Message</a>
    <a href="sms:310-620-1535">New SMS Message</a>
    <a href="sms:(310)620-1535">New SMS Message</a>
    <a href="sms:(310)6201535">New SMS Message</a>

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