How to Configure Email Templates for HelpDesk

Introduction

This guide will show you how to create and configure email templates for Easy8 HelpDesk. Email templates make your client communication automatic and professional. By following these steps, you’ll set up autoreplies and notification emails for new tickets, updates, and resolution messages.

Target Audience

Administrator

Prerequisites

Before starting, ensure you have:

• Administrator access in Easy8.
• A HelpDesk mailbox created and connected.
• Trackers and statuses set up correctly.

How to Configure Email Templates for HelpDesk

Step 1: Open Email Templates

1. Go to Global menu >> HelpDesk >> All e-mail templates.
2. You will see a list of existing templates.
3. To create a new template, click Add mail template.

Step 2: Create a New Template

Fill in the basic information:

• Name: Internal name of the template (for example, "Ticket Created Autoreply").
• Use for mailbox: Select the mailbox this template belongs to (templates are linked to specific mailboxes).
• Default (optional): Choose if this template will be pre-selected automatically when sending emails.
• Send immediately (optional): Sends the email as soon as status changes, bypassing the usual cron delay.

Warning: Use Send immediately carefully — it is not recommended when SLA rules are used.

Step 3: Link to Task Status (Optional)

• You can link the template to a Task Status (e.g., New, Assigned, Solved).
• If linked, the template will automatically appear when sending an email after the ticket changes to that status.
• If no status is selected, the template can still be chosen manually.

Tip: To use the template as an autoreply for new tickets from emails, link it to the default task status (for example, "New").

Step 4: Set Subject and Mail Body

• Subject: Email subject. It is recommended to include %task_id% or %task_subject% for easier tracking.
• Mail Body: Email content.

You can use dynamic tokens like:

• %task_subject% — Ticket subject
• %task_note% — Last comment
• %spent_time% — Time spent on ticket
• %user_signature% — User's signature
• %ticket_owner% — Ticket owner

Example of mail body:

Dear Customer,

%task_note%

Total time spent on this ticket: %spent_time%

Thank you for your continuous business.

%user_signature%

Tip: Always include %task_note% and %user_signature% for complete communication.

Step 5: Save the Template

• Click Update to save the new template.
• It will now be available for the selected mailbox.

Step 6: Using Default Templates

• You can mark one template as Default.
• Default templates are automatically pre-selected when:
  • Sending a manual reply.
  • No specific status-linked template is found.
• Behavior depends on:
  • Mailbox used.
  • Status of the ticket.

Troubleshooting

Issue	Solution
Template does not appear when sending mail	Check if it is linked to the correct mailbox and status.
Wrong information in email	Verify that correct dynamic tokens are used.
Duplicate emails	Avoid using "Send Immediately" unless necessary, especially with SLA rules.

Conclusion

You have successfully configured email templates for your HelpDesk projects. Now your client communication will be automatic, professional, and easier to manage.

Further Reading

• Connect a Mailbox to Easy8 HelpDesk (Tutorial)
• HelpDesk Ticket Lifecycle and Communication Flow (Explanation)
• How HelpDesk Evaluates Incoming Emails (Reference)

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