Customizing your templates for email notifications

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  • 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 Saunders
    Zendesk Community Team

    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
    Zendesk Customer Advocate

    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
    Zendesk team member

    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 - Community Manager
    Zendesk Community Team

    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>
  • Ayal Kellman

    Hi - is allowing dynamic content placeholders in the email template something that is in the pipeline?

    This is especially painful when we are managing left to right and right to left languages and we want to add links to the template. Right now, we can only add in English but this doesn't look good when the requester's language is right to left. 


  • Acenerate

    As a side note, along the lines of customized email templates and adding links - you may be interested in our Zendesk Marketplace app, Klick-Zen.  Klick-Zen gives you the ability to create a button to add to customer emails, that can take a variety of actions on the ticket.

    The buttons can be inserted via HTML (that Klick-Zen generates for you) which can be added directly to a Zendesk trigger template, allowing the customer to take direct actions on the ticket that is created, such as setting a custom field, to better assist your agents.

    Check out our website for more information:



  • Michael Knudsen

    How do i remove the Parantheses after the Agent name in the ticket summary in the email template?

    My issue is that the email "from name" is fx "Michael (Sub-company 2)".


    But in the ticket history it shows all my answers as "Michael (Main Company)".

    How do i remove this from the ticket history/summary?

    My Agent user is not part of any Organization, as i thought it was this

  • Brett Bowser
    Zendesk Community Team

    Hey Michael,

    I believe you can remove this by navigating to Admin > Channels > Email and selecting Edit next to the Support Address you have set up. You'll see a popup where you can edit the (Name) which is optional. Try removing that and save to see if that resolves the issue.

    Let me know if that's not what you're looking for!

  • Michael Knudsen

    Hi Brett

    This Email name you mention only affects the email "From Name" header.

    It does not affect the Organization name in ticket history.


    However i found out it's a static name, changed under Settings > Account > Branding > Your Zendesk Account Name. Which seems strange as you cannot make it dynamic :(

    (translated loosely from my locale)

  • Heather Kaufman

    hi everyone,

    i don't have a zendesk account but am creating some email header artwork for someone who does use it. they are not technically savvy and cannot provide a pixel width for an email header artwork. is there a standard size for this? thanks for any help.

  • Greg Williams

    Is there no way to preview the email like on the older/legacy Zendesk accounts? Do you have to have a certain tier to preview the HTML email?

  • Katie Dougherty
    Zendesk Community Team

    Hi Greg Williams

    Are you referring to previewing a ticket in a view? If so, you can hover over the ticket for a short preview of the contents of the ticket. Formatting applied to ticket comments does not appear in the preview. Instead, preview text appears unformatted, or as Markdown syntax (if applicable).

    Additionally, here is another post in the Community that will hopefully help address your question: Can you have a ticket preview view?

  • Greg Williams

    Katie Dougherty I was looking for a way to preview the HTML template email found in Support Settings-->Channel-->Email-->Email Templates. Is there no way to make sure its all formatted correctly?

  • Katie Dougherty
    Zendesk Community Team

    Thank you for the clarification, Greg Williams. You should be able to preview the HTML code in the Email templates section of your Email settings (see my screenshot below). The next step would be to send a test email to preview the format of the template. I believe I understand your request for a preview option within your settings and the ability to skip sending a test email. That suggestion would be great feedback for our Product Team if you have a moment to post in the Community Feedback Section

    Lastly, please note that the option to edit email templates is not enabled by default for trials and might not be enabled for some accounts. To enable editing, contact Zendesk Customer Support with your subdomain.

  • Bill Bailey

    The section head says Email templates (plural), but I only see one template. Where are the others? For example I would like to have much more branding in the account email invitations than in the normal ticket emails. Where is that template kept?

  • Brett Bowser
    Zendesk Community Team

    Hey Bill,

    Apologies for the confusion there! Only one template is available on each account so I will pass this feedback along to our documentation team to have this corrected. Thanks for bringing this to our attention!

  • Daniel Sauve


    I saw that someone else asked the question about being able to use dynamic content in the email template. I did not see a response to that. Is that possible? Are there plans to support that in a near future? One of my objectives is to use the customer language in the "alt text" on the image in the email header. How would you go about that? 

    Thanks in advance!

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Daniel,

    As of the moment, you can change the appearance of the outbound emails by editing the HTML and CSS in the HTML template. Unfortunately, there is no native way to use the dynamic content, but we understand your need for that functionality, so we are marking this conversation as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.


    All the best

  • Ingo K.

    Dear Zendesk experts,
    I expanded our template's CSS style definition and ran into difficulties.

    Basically I need to use the CSS "element>element" selector. However, it appears as if Zendesk sanitizes my input when I click "Save", and converts e.g. "div > table " to its html entity form "div &gt; table", which is invalid CSS. Therefore, the selector does not work.

    I could not find a workaround. Do you have any hints how to make this work? Thanks!

    Following is a minimal example where I added a CSS definition that should work but does not into the example code provided in the section "To edit the styles in the template" above.

    <meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
    <style type="text/css">
    table td {
    border-collapse: collapse;
    div > table {
    color: #ff0000;



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