Email templates and dynamic content

Templates

Under Admin Center, Channels, Email templates you can change the subject and body of the notifications ChaosDesk sends, grouped as To customers and To agents: request received, agent replies, satisfaction surveys and more.

1. Pick a template. Customised ones carry the Customized label.
2. Edit the Subject and Body (HTML). Click a placeholder in the list to insert it.
3. Check the Live preview, which uses your latest ticket.
4. Choose Save. The change applies to the next email. Reset to default brings the original back.

Templates use a safe subset of Twig: data placeholders, if, for, set and common filters. They cannot run code or read files.

Default customer emails come in 26 languages and follow the customer’s language. A template you change in English is used for every language that has no change of its own.

The look of emails per brand (logo and accent colour, or plain, plus a footer) is set on the brand under Admin Center, Channels, Brands & email.

Dynamic content

Dynamic content items are text blocks with a variant per language, for example a closing line. Use them in macros, triggers and templates as {{dc.name}}; each customer sees the variant in their language, or the default language when there is none.

1. Open Admin Center, Channels, Dynamic content and choose New item.
2. Enter a Name (lowercase letters, digits and underscores) and pick the Default language.
3. Add a variant per language with Add language.
4. Use Preview with a Customer language to check the result, then Create item.

If you delete an item, macros, triggers and templates that use it show nothing in its place.

Related

• Create a macro
• Add an email signature