Customizing your templates for email notifications

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  • Katie Dougherty

    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?

  • 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?

  • Katie Dougherty

    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 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!

  • 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 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

  • 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.

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


  • 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?

  • 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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