Creating and editing email templates

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  • Michael O'Connor

    There are scenarios where you may want to use the same template for both contacts and leads, but at the moment you have to create them separately.  Are there any plans to enable templates to be copied from contacts to leads, or leads to contacts? 

  • Austine Hipol

    Hi Michael, I'm afraid we don't have the ability to copy templates from contacts to leads, or vice versa yet. That said, I would definitely suggest voicing this as a feature request to our Product Team. Please let me know if you have any questions or if there's anything else I can help out with. :)

  • Greg Rubin

    While this is a step in the right direction, I still don't have the ability to assign templates to individuals only. Or better yet, the ability to create custom fields for merge tags that are specific to different projects that do not need to be loaded onto every single lead to use them (hidden custom fields from the end users for merge tags). The email templates are still woefully inadequate if my options to share are all or nothing.

  • Robert M. Burns

    I am trying to use templates right now, and they have disappeared.  Please help - I use these frequently.


  • Katie Dougherty
    Zendesk Community Team

    Greg Rubin, I will be sure to pass your feedback along to our Product Team about individual email template assignment and hidden custom fields and merge tags! Thank you for taking the time to provide us with your feedback on this feature.

    Robert M. Burns, I would encourage you to reach out to our Advocacy Team if you are having trouble viewing your email templates. I have listed a few troubleshooting steps below that might help you with your issue: 

    • Check the Lead, Contact, and Deal section of your account. Email templates are applied per section so if you created the email template for a Lead, the template would not be available in the Contact or Deal section. 
    • Check your permission level in your Settings > Manage > Users section of your account to see if your Admin status has been removed (If you are trying to create shared email templates that is an Admin only feature. If you are not an admin, you can set up an email template for personal use only.). 
    • Check your plan level under Settings > Upgrade > Plans and Pricing. With the Sell Professional plan and above, you can set up an email template for leads or contacts that can be used by all Sell users on your account.
  • Adam Orsini

    Is there any way to filter the list of Templates by the owner? My reps have to scroll through the whole list to look for their own templates with all of the shared templates we have in there. It would be nice to be able to just see your own templates as an option.


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