Customizing your email templates Follow

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24 comments

  • Avatar
    Anna Stern

    Would love to be able to add {{footer}} to end user tickets

  • Avatar
    Jessie Schutz

    Hi Anna!

    Can you elaborate on this a little more? Do you want that added to incoming ticket?

  • Avatar
    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>

  • Avatar
    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.

  • Avatar
    Zendesk Admin

    Hi,

    A number of our customers have voiced concerns that tables embedded in their original support requests lose their formatting in corresponding notifications. Is this something that we can rectify for them on our end?

  • Avatar
    Robbert Hink

    Hey Zendesk Admin,

    You need to make sure, by checking the events of your tickets, that the e-mail notifications sent out by your triggers/automations (or maybe even CC notifications) contain placeholders where comments are being formatted. Placeholders that contain the "_formatted" part causes the tables to be shown in your email notifications.

  • Avatar
    Zendesk Admin

    Hi Robbert,

     

    Thanks for your response. We are using these placeholders in our notifications already but the formatting is retained only in rare instances. When we select 'view original email' we can see the proper formatting on the incoming request. Any thoughts on why this might be? 

  • Avatar
    Robbert Hink

    Hey Zendesk Admin,

    I will reach out to you separately by email, we will need to look at these individual examples and see what is happening here.

  • Avatar
    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!

  • Avatar
    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.

  • Avatar
    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

  • Avatar
    Patrick B.

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

  • Avatar
    Jessie Schutz

    Hey Patrick!

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

  • Avatar
    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?

  • Avatar
    Jessie Schutz

    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

  • Avatar
    Justin Smith

    Is it possible to use Google Fonts in email templates?

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    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! 

  • Avatar
    Ruth Davidson (Edited )

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

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    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.

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    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? 

     

  • Avatar
    Justin Smith

    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.

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Jessie Schutz

    Thanks for jumping in to help, Justin!

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