Rich Content Email Notifications

7 Commentaires

  • Dan Cooper
    Community Moderator

    I made a few updates to this article to make it a bit more clear.  Screenshots have been updated to have a more "real-world" application in case anyone needs to have a way to do outbound alerting.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Awesome, Daniel. Thanks for posting and for making the updates!

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  • Jessie Schutz
    Zendesk team member

    Fantastic!

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  • Wouter van Gessel

    We use automatons for alerts to agents. 

     

    But for automatons, rich emails don't work. Why?

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  • Jessie Schutz
    Zendesk team member

    Hey Wouter!

    The formatting for notification emails sent via trigger or automation is determined by the email template in your Email settings (Admin > Channels > Email > Email Template). Then you use placeholders to determine what content appears in each notification, and that content is formatted according to your template.

    Does that answer your question?

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  • Dan Cooper
    Community Moderator

    Jessie touches on a good point.  In my tip I didn’t adjust the Email template to clean it up outside of the standard Zendesk template.  However, if you were to swap the trigger for an automation in my steps it should still send a notice based on the steps I provided.  Using the {{ticket.latest_comment_formatted}} placeholder should include the formatting from your rich text macro when it sends via Automation.  The catch is that it will still have Zendesk’s surrounding UI as well with my instructions.  

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  • Wouter van Gessel

    @Jessie: The suggestion of this post is, that you can have different red-alert-blocks, depending on which automation is triggered. 

    Therefore, adjusting the general email template is no option...

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