Give your support emails a look of their own

The automatic acknowledgement and your saved replies are ordinary emails, so they can carry your own logo, headings and colours, and they can fill themselves in from the record the ticket belongs to.

Both editors work the same way, so this page covers both: Autosvar-skabeloner and Gemte svar in Set up the support desk.

Add a logo or a header image

1. 1Put the cursor where the image should sit in Brødtekstskabelon.
2. 2Use the picture button in the editor toolbar and choose your file. You can also paste or drag an image straight into the body.
3. 3Large pictures are scaled down for you. Keep a header image under about 600 pixels wide, which is how wide most email clients render a message.

The picture is stored with the template and attached to every email it sends, so it shows up in Gmail, Outlook and on a phone rather than appearing as a broken box.

Headings, alignment and colour

The toolbar also carries two heading levels, left, centre and right alignment, and a text colour picker. Use them sparingly. Mail clients render plain, well spaced text far more reliably than a heavily styled layout, and support email is read on a phone more often than not.

Switch between Visuel redigering, Rediger HTML and Forhåndsvisning at any time. The preview fills every field in with example data, so you see the message the way the customer will.

Fill the email in from the record

Under the body is the field list: Klik på et felt for at indsætte det i beskeden: Click any field and it drops in at the cursor. The fields are grouped by where the value comes from.

• The ticket: its reference, subject, status, priority, the date it was created, who it is assigned to, and your own organisation name.
• The contact: the person who wrote in, plus the first name, last name, full name, email, phone and job title on the linked contact record.
• The company: the company the ticket belongs to, with its email, phone, city and country.

Your own custom fields appear in the same list, under the group they belong to, and are written as customer_custom. followed by the field name.

A field that has nothing to show simply leaves a gap. The customer never sees a half-filled placeholder, so it is safe to use a field that only some of your records have.

Two things worth checking before you switch it on

• Read the message once with every field filled in by the preview. A greeting that reads "Hi Jane Doe," when you meant "Hi Jane," is the sort of thing only the preview catches.
• Send yourself a real ticket. The preview shows the body; only a real email shows how your logo and colours land in the recipient's own mail client.