Customizing your templates for email notifications

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24 Comments

  • Katie Dougherty
    Zendesk Digital Resources Team

    Hi @...

    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?

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  • Greg Williams

    @... 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?

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  • Katie Dougherty
    Zendesk Digital Resources 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.

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  • 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?

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  • Brett Bowser
    Zendesk Community Manager

    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!

    2
  • Daniel Sauve

    Hi,

    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!

    1
  • Cheeny Aban
    Zendesk Customer Care

    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

    1
  • Ingo Kaiser

    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 > 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.

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

     

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  • Amy Gracer
    Community Moderator

    I'd like to add social media icons to the email template. I see we can do that if we have Brands enabled. Is it possible with no brands? I tried using the font awesome links: <i class="fab fa-linkedin-in"></i>, and I have font awesome in my Guide, but it doesn't work here.

    Any ideas?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Amy,

    Email template customization is available under Support Team plan and up, you do not need to have multibrands to use the feature as long as it is part of your plan. To have it enabled, you may initiate a conversation with us 
     
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  • Adam Ashby-Clarke

    Hi there.  I have been looking to customize our email template and have come up against one thing that is driving me crazy.  It appears Zendesk automatically appends some hidden white text to the bottom of each email showing the domain and ticket ID.  Now when i have changed my template to include a shaded colour background to match our branding that text is now showing on the bottom of every email (because the text is white).  Can someone advise if this text is removable or how I could change the colour of this text?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Adam Ashby-Clarke!

    By any chance are you referring to the footer of your email? Or are you referring to the ticket encoded id which looks like this?

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  • Adam Ashby-Clarke

    Hi Dainne Lucena!

    Yes its the ticket encoded ID, because I've set up a shaded coloured background, that appears at the bottom in white text (by default of course its hidden because the standard template is with no background and the text is white).  I've tried every way I can think of to try and style this to be a different colour but cannot figure it out, if it is even possible.

    Thanks!

    Adam

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  • William Grote

    is there an easy way just to make a few words BOLD in the standard email response so they stand out more - 

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  • Dainne Lucena
    Zendesk Customer Care
    Please be aware that this kind of modification is outside of the scope of support we would usually provide as we can't provide support for HTML/coding, however in this instance I am more than happy to assist.

    In Admin > Channels > Email and under the Email HTML template section we need to include a couple of lines of code to target text that is considered 'important'. This piece of code should replace your current <style> ... </style> section of the HTML template.

     
    <style type="text/css">
        table td {
          border-collapse: collapse;
        }
        {{styles}}
     
        span { 
            color: #F660AB !important;
        }
    
        .directional_text_wrapper {
            color: #000000 !important;
        }
      </style>

    I have attached an example screenshot from my test account below where I have used this modification to make my encoded ID section pink to highlight it.
     



    You can use the appropriate hex code to set this back to white (which would be #FFFFFF) if you would like to. If you're not comfortable modifying the HTML in your account, I would suggest passing this information on to a developer, if at all possible.
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  • Roy Landman

    Is it possible to include the correct links (with host mapping) to different help centers depending on the brand a ticket is being created in?

    The situation: we would love to have a help center link in the email template (just a simple banner with the holding logo left which is generic for all brands and help center link for the specific help center corresponding to the sub-brands on the right).

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  • Adam Ashby-Clarke

    Hi Dainne Lucena!

    Thanks for the code, i tried it and what is strange is that it correctly changed the text for the email that went to the agent, but not to the customer - which doesn't make sense to me although I have noticed that the code is different on the emails (the agent one includes additional information such as the subdomain etc whereas the customer one does not.  I'll keep digging unless you can suggest anything else?

     

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  • Dave Dyson
    Zendesk Community Manager

    Hi Roy Landman,

    I think the only way to do something like that would be to do it at the Trigger level, since there's only one email template per account. Here's some information that should help: Using the email template with multiple brands

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  • Moe

    Does Zendesk "mask" the original <img src> used once it's added to the theme? We have 2 .png files in the header of our email templates (one on the left, one on the right) and the image URLs are local to Zendesk: 

    https://theme.zdassets.com/theme_assets/2281851/{long string of numbers and letters}.png

    We created these templates years ago and I'm trying to find links to the original files. I thought, at first, that the URL was referencing the "assets" folder in the theme of one of our Help Center brands, but the files haven't been uploaded there.

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  • Merli

    Hi, I'm using the Zendesk API to add a comment to the ticket. The comment is then sent as an email.
    When I create the comment I pass the text as html_body but I have a bad result. How do I remove the highlighted lines in the image?

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  • CHRISTIAN MAYNARD-PHILIPP

    Is it possible to remove the encoded ID completely from the footer? Thank you Dainne Lucena.

    - Christian

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  • Dane
    Zendesk Engineering
     Hi Christian,
     
    As it turns out, encoded ID cannot be removed as it is necessary to ensure that all ticket replies are threaded properly. 
     
     
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  • ahsan

    Hello Zendesk Team,

    I am facing an issue with my email, I have designed the email template but in the end, there is an encoded ticket is showing on the MacBook browser, working fine in windows, can you please tell me how can I change the colour text, First I had grey background so that encoded text showing in white colours then I change the background to white, now its showing in black colour, Please team is there any solution for this issue or how can I am tired with this issue

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  • Brett Bowser
    Zendesk Community Manager
    Hey Ahsan,

    I'd recommend taking a look at this thread: Customizing your templates for email notifications
     
    I hope this helps!
     
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