A better email template for Zendesk

Comments

26 comments

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    Jennifer Rowe

    This is awesome, Ben. Thanks for sharing with the community!

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    Kay Jong

    Great tip.  It looks way better than the generic layout, no offense Zendesk :)

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    Joseph Rossi

    Thanks Ben for sharing this. I started using ZenDesk a few weeks ago and I also wanted to customize the email template. Modifying {{content}} is a bit limited but the result is pretty decent. I tested the template in several email clients and you can see this here: https://litmus.com/pub/6935df0/screenshots

    The template also embeds a few elements using Markdown format; so you can see how it will look like in different configurations. Then you can choose what you want to use. Hope it helps

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    Jennifer Rowe

    Joseph, that looks great. Thanks for sharing!

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    stevie p

    This sounds really interesting. I tried both templates and unfortunately the [content] part (ie the comments) didn't react to the CSS - either inline or in the head. It's still in a really big, ugly font.

    Is there some trick to get that working? The rest works perfectly :)

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    Ben Lucier

    Hey Stevie,

    I don't understand... can you elaborate a bit? I put the HTML within the trigger itself. If you want to add styling to a comment, I'd suggest using markdown for that. But I don't 100% understand what you're asking. You can email me if that's helpful. http://benlucier.com/contact/ (sorry for the link, I don't like to put my email in public forums for obvious reasons)

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    Sean Morrissey

    Ben: Thank you. I really enjoyed this tip and I am using your suggested template. 

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    Miles Baltrusaitis

    Thanks, Ben. I adapted this one for our Zendesk email template as well.  I needed alternate social buttons (LinkedIn and G+ are more relevant to us) so I grabbed these and added them. No sweat. 

    http://zurb.com/playground/social-webicons

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    Jesse P

    This worked out great but it has created one problem for me. I receive emails when customers leave a comment with their feedback. With the default template I can easily click the link which takes me to the ticket to see the comment. Now that I've modified the email template the emails I receive no longer have a link or tell me what ticket they are associated with. The email subject is still the same with the reference to the ticket in brackets. 

    Is there a way to either include the link for these feedback emails so I can easily launch the ticket? Or is there a way to look up the ticket code (ie [XGWM-FKFW]) in order to determine which ticket the feedback is regarding?

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    Jesse P

    Thanks to Zendesk CS I realized I just need to update the trigger. All is good now.

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    Jennifer Rowe

    Oh, glad to hear it! Thanks for reporting back.

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    Charles Abrams

    Ben, 

    Thank you for this, was a really nice starting place for us customizing the emails from Zendesk!  Thank you for sharing. 

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    MarkFly

    When I click on this:  Example Screenshot of HTML template  

    , I get an error with this "We cannot complete this request, remote data was invalid"

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    Emily

    Hi Mark, 

    I'm creating a ticket for you so we can troubleshoot further. I'll see you in that ticket shortly!

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    Sarah Knoell (Edited )

    ** DISREGARD ** I had to change the properties of the file to be able to open in Notepad++ for editing.  That worked.  

     

     

    This may be a dumb question, but when I open that template it opens right into Chrome and is not easy to work with.  I don't easily have the code I need to paste into the HTML template.  Is there another file or another way for me to open this file?

    Thanks!

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    Jessie Schutz

    Hey Sarah! I'm glad you got it figured out!

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    Jamey Pringle (Edited )

    .

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    Jamey Pringle (Edited )

    Where are you customizing the HTML before pasting it in Zendesk? Can  someone send step by step instructions on how to do this?

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    Jennifer Rowe

    Hi Jamey, check out our documentation on Customizing your email templates.

    Let us know if that helps!

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    Jamey Pringle

    Jennifer, I have looked at Customizing your email templates. It does not provide a step-by-step process for adding colors, images, a header, etc. I am referring this post and how Ben was able to setup his html email template. Did he use an html editor then paste it in Zendesk?

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    Jennifer Rowe

    Oh, gotcha, Jamey. Sorry, I don't know about that. 

    I've pinged Ben to see if he can reply, but he hasn't been around in a very long time, so I'm not sure if he'll pop in or not.

    If not, maybe someone else in the community knows the answer. I know a lot of users have implemented this very popular tip.

    Thanks!

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    Jamey Pringle (Edited )

    I used an html editor then pasted in Zendesk, so that worked. I still would like to see how to add a color banner & social media icons that link to our social media pages.

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    Nicole Relyea

    Hey Jamey - 

    There are several members in our community that know a lot about customizations (@Trapta, @Wes Drury, and @CustomSupportTheme, to name a few) who should be able to weigh in on this and give some recommendations. I'll try to ping them and see if I can get them in here to help you out. 

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    Vladan Jovic

    Hi Jamey, yes, it's much easier if you are using HTML editors like Sublime Text, for instance. Here is a screenshot of part of the code that refers to social media links: https://cl.ly/mHxm

    To add social media icons or banner, you first need to upload them. You can use Help Center for that purpose. Go to edit your help center and chose assets tab, like on this prt scr https://cl.ly/mIXj

    When the images are uploaded, you should grab the links to it and change it in the code:
    - change src="./social-twitter.png"
    - to src="you_img_new_full_url"

    Hope this helps!
    Vlad

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    Jennifer Rowe

    Thanks for helping, Vlad. That's great info.

    Jamey, does that help you?

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    Jamey Pringle

    Yes, that helps. Thanks.

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