Overview

Email Templates let you define the default body text that is pre-filled in the compose area when an agent clicks Reply or Forward on a ticket conversation. This saves agents time and ensures a consistent tone across your team — agents can still edit the pre-filled text before sending.

To access Email Templates, go to Settings → Email Templates.

There are two built-in templates:

Template	When it is used
Reply Template	Pre-fills the reply editor when an agent clicks Reply on a conversation
Forward Template	Pre-fills the compose area when an agent clicks Forward on a conversation

For example, if your Reply Template body is:

Hello {{ticket.contact.name}},

Best,
{{ticket.member.name}}

Every time an agent opens the reply editor, they will see that text already filled in — ready to be personalised and sent.

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Enabling and Disabling a Template

Each template has a toggle on the list page. When the toggle is Off, the template is inactive and the compose area will open empty for that action.

To change the state, click the toggle next to the template name. The change takes effect immediately — no save is required.

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Editing a Template

Step 1: Open the template editor

On the Email Templates list page, click the pencil (edit) icon on the row of the template you want to edit.

Step 2: Write your message body

The editor supports rich text formatting. You can apply headings, bold, italic, inline code, links, bullet lists, numbered lists, and tables using the toolbar at the top of the editor.

Use Merge Tags (see below) to insert placeholders such as the customer’s name or the agent’s name. These are resolved to real values when the compose area opens.

Step 3: Save or discard changes

• Click Update Template to save. You will be returned to the Email Templates list.
• Click Discard to cancel all unsaved edits and restore the previously saved body.

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Merge Tags

Merge Tags are placeholders that are replaced with real values when the compose area opens. Click the Merge Tags button in the top-right corner of the editor to view the full reference list.

Merge Tag	Description
{{ticket.no}}	The number of the ticket
{{ticket.subject}}	The subject of the ticket
{{ticket.url}}	The direct URL to the ticket
{{ticket.contact.name}}	The name of the customer (contact)
{{ticket.contact.email}}	The email address of the customer
{{organization.name}}	The name of your organization
{{ticket.member.name}}	The name of the agent opening the compose area (available on reply and forward)

Example — Reply Template

Hello {{ticket.contact.name}},

Best,
{{ticket.member.name}}

When an agent opens the reply editor, this becomes:

Hello John Doe,

Best,
Jane Smith

Example — Forward Template

This ticket (#{{ticket.no}}) is being forwarded for your attention.

You can view the full conversation here: {{ticket.url}}

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Best Practices

• Use {{ticket.contact.name}} in the Reply Template greeting so each reply feels personal from the start.
• Use {{ticket.member.name}} in the sign-off so agents don’t have to type their name every time.
• Keep templates short — agents will add the actual reply content themselves.
• Use the Discard button to restore the saved version if you make unwanted edits to the template.

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FAQ

Q: Can agents change the pre-filled text before sending?
A: Yes. The template only pre-fills the compose area. Agents can edit, add, or remove any content before clicking Send.

Q: What happens if a merge tag has no value at the time the editor opens?
A: The tag will be replaced with an empty string, so no placeholder text will be visible to the agent or the recipient.

Q: Can I create additional custom templates?
A: Currently, only the built-in Reply Template and Forward Template are supported. Additional template types may be added in future releases.