Enable dynamic content in the email template

23 Comments

  • Max McCal
    Zendesk Product Manager

    Thanks, Amalia - 

    We have email templates slated as one of our areas to improve as we move into 2017. There's no timeline at this point, but that is feedback we'll keep in mind.

    1
  • Raphaël Lortie

    Hi Max,

    What is the status on this? We seem to be unable to use dynamic contents in our email template. This means that we cannot localize our logo, the phone numbers to our support center and our links to our website. 

    Any updates? Being able to properly localize emails is really important for our brand image. Serving English content to our multinational users would be really amateur.

    Thanks,
    Raphaël

    3
  • David Debreczeni

    +1 for this.

    We thought this would be possible but it turns out dynamic content cannot be added to email templates at all which also means email templates cannot be translated!

    0
  • Petri Tuura

    +1

    Tried to add our own localized text using {{dc.my_footer}} but the result was empty.

    2
  • Leonidas Ioannidis

    +1 

     

    Having multilanguage support in the templates is a must for so many companies. Hard-coding is not an option when it comes to multi-language.

     

    Are there any updates? or at least any alternative approaches.

    2
  • Pierre Örnryd

    +1 Having trouble customizing the automated email sent out after a customer creates a new ticket.

    1
  • Max McDaniel

    Hi there, curious if there has been any additional traction here. As of ... 3 years ago Zendesk appears to have highlighted this as a need and area to focus on but doesn't seem to have put anything together to solve for it. 

    2
  • Lisa S

    Hi, what's the latest on this, please? The inability to customise the email template per language really lets down those who support multiple markets, language, and brands. Thanks.

    2
  • Nicole S.
    Zendesk Community Team

    Hi all -

    The product team is currently evaluating email templates and they are looking at ways to improve the functionality in that area of the product. Because they're still early in this project, they can't speak to whether or not their solution will ultimately include dynamic content or not.

    For those who are interested in this, the most helpful thing is to share details of the challenges you're facing with templates as they currently operate. When product managers work on solutions, they look at how they can implement a couple of things that solve for multiple problems, so those details really help them look at the bigger picture.

    Thanks as always for your participation, and for helping to make Zendesk better!

    0
  • Dan Mørkbak Sørensen

    Comeon Zendesk - you do a lot of things right, but you also to very simple things very wrong.

    It shouldnt take 9 years to implement a split functionality, and it shouldn't take 5 to implement branded templates for emails..

    2
  • Thomas Kowalzik

    +1 from my side. E-Mail Templates or at least a Smarty-Like System would be amazing. I e.g. would be in need to use if/else conditions for parts of the mails.

    2
  • Nicholas Neubauer

    +1, not being able to localize the footer text of our email template has been especially frustrating and has lead us to use undesirable work arounds. 

    2
  • Jorge Lage Saguier

    +1 We need branded templates as well. More than ever now that the brand manager will stop working in the next couple of months.

    1
  • Keanan Jones

    This request was put in 3 years ago? But still no dynamic content? 

    Is it still not possible to add different URL's (dynamic content) based on user language inside the Email template/footer?

    Is there another way this can be achieved?

    Thanks

    3
  • Kinga Tulpan

    As a company, we operate with multiple brands and each brand has its own phone number.

    We would like to be able to add them in a footers for each brand separately? Will be that available? 

    1
  • Andrew Soderberg
    Community Moderator

    Kinga Tulpan I wrote the linked article below (including an example). It will get you the ability to have unique content per brand in the emails that are sent to customers. Adding a unique phone number per brand is simple. You can have completely brand specific email templates (layout, colors, logos, etc) per brand. Check it out here: https://support.zendesk.com/hc/en-us/community/posts/360033000374-How-to-structure-the-Zendesk-email-template-to-use-custom-HTML-layouts-for-each-of-your-Multiple-Brands

    1
  • Oliver Tietze

    Thanks Andrew Soderberg for your insights on how to indivualize e-mail templates using Brands.

    However, this is not the solution requested many times ...

    ★★★ AND I STRONGLY +1 ★★★

    ... as translating your mail templates to some languages would not only need Enterprise but even the Multi brand upgrade. Just to set footers in 5 more languages than your main language.

    In your article you addressed the ease of no longer maintain a shitload of triggers / notifications. Even with dynamic content this can be a hassle.

    Zendesk, you leave us (your users, even Enterprise) empty handed by not allowing liquid / dynamic content in e-mail templates, You even explained us why it might be so important to NOT have it.

    Please!

    Give us i18n abilities, we're multi-national companies!

     

    Kind regards,

    Oliver

    0
  • Noam Stern

    Hi,

    Any update regarding the request?

    You don't give us any timeline or update for a long time.


    Please respond and give us answers.

    Thank

    0
  • Nicole S.
    Zendesk Community Team

    Hi Noam -

    The product team doesn't have any updates on this request.

    -1
  • Daniel Kalaora

    Hi,

     

    +1 from me as well, supporting dynamic content outside the content placeholder would be much appreciated.

     

    Thanks !!

    0
  • Ayal Kellman

    +1 for me as well. Does anyone have a good workaround for displaying different footers for different languages?

    0
  • Pierre Örnryd

    Our base footer looks like this:

    When the email body is in a non-english language(Swedish) and the footer in english it doesn't look very reliable. Having dynamic content tags in our footer would help with this.

    0
  • Oscar Aguilar

    We solved the email template problem with dynamic content by using a simple trigger to send the email. Using triggers the dynamic content does work and send the email in the user's language. Contact us if you need further detail!

    0

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