Configuring Email Templates for Ticket Alerts

About

System administrators can configure Insightly Service to send automatic email templates to agents and contacts who have submitted tickets.

How Do Email Templates Work?

Email templates can be enabled to notify both Customer Service Agents and customers when specific events related to a ticket occur. For example, when customers reach out to a support team, it is a best practice to inform the customer that their ticket has been received; similarly, if a customer replies to a ticket, a Customer Service Agent must also be informed that a reply has been submitted. Email templates provide reusable content for subject lines and message bodies to ensure consistent information is provided for specific Insightly Service activities.

Customer Service Agents will receive notifications when a ticket is assigned to them; System Administrators can set up SLA Policies (Service Level Agreement) to define expectations for service responses and email templates can then be triggered to alert agents when an action is required on a ticket to avoid an SLA violation. Insightly provides multiple standard email templates that can be edited to align with brand and desired vernacular although additional email templates cannot be created. Email templates can be viewed and edited by System Administrators via System Settings > User Interface > Email Templates.

To ensure that an email notification is sent when applicable based on what triggers the template, the Active checkbox for the template is required to be enabled (checked). If the Active checkbox is not enabled for a template, Insightly will not send the notification when criteria has been met to trigger the template.

Email Template Types

Insightly provides multiple standard email templates that can be edited to align with brand and desired vernacular although additional email templates cannot be created. When System Administrators navigate to System Settings > User Interface > Email Templates, templates are separated into three section.

Agent Templates

Template	Description
Ticket Assigned to Agent	Sent when a ticket in a queue has been assigned to an agent. This notification is sent to the agent that the ticket was assigned too.
Contact Replied to Ticket	Sent to the assigned agent when a customer replies to an existing ticket.
Ticket Assigned to Queue	Received by all agents in a queue when a ticket is assigned to the queue. Every member of the queue will be notified when the Email Queue Member's checkbox is enabled; this checkbox is accessible when creating or editing queues.
Next Reply Time SLA Reminder	Sent to the assigned agent when the next reply time for a ticket is approaching.
Ticket Unassigned in Queue	Sent when a ticket in a queue has not been assigned to an agent per the defined SLA for assigning tickets; the lapsed time will be displayed in the notification.
First Reply Time SLA Violation	Sent to the assigned agent when they have not submitted a first reply within the defined SLA maximum first reply time.
Next Reply Time SLA Violation	Sent to the assigned agent when they have not replied to the ticket within the defined SLA maximum reply time.
Resolution Time SLA Violation	Sent to the assigned agent when the ticket has not been resolved within the defined SLA time limit for resolution.
Resolution Time SLA Reminder	Sent to the assigned agent when the resolution due time for the ticket is approaching.
Assign Agent SLA Violation	Sent when a ticket has not been assigned to an agent within the defined SLA time limit.
Assign Agent SLA Reminder	Sent when a ticket has not been assigned to an agent and the SLA time limit for assignment is approaching.
First Reply Time SLA Reminder	Sent to the assigned agent when the SLA time limit for first reply is approaching.

Contact Notifications

Template	Description
New Ticket Created	Sent to the customer after they have created a ticket.
Agent Solves Ticket	Sent to the customer when a ticket has been resolved. This will also notify the customer that replying to this email will reopen the ticket.
Agent Closes Ticket	Sent to the customer when a ticket has been closed.
Agent Added Comment	Sent to the customer when an agent adds a comment to their ticket.
Agent Merged Ticket	Sent to the customer when an agent merges their ticket with another ticket due to related or repeat reported issues.

CC Templates

Template	Description
CC New Ticket Created	Sent to all cc'd persons if the customer has included email addresses in the CC field when submitting a ticket.
CC New Public Reply Comment	Sent to all cc'd persons when a public note is added to a ticket by an agent or the customer who submitted the ticket.

Edit an Email Template

To edit an email template, System Administrators can navigate to System Settings > User Interface > Email Templates. Review the list of templates on each tab (Agent, Contact, CC) and locate the template that requires edits. Click either the hyperlinked name of the template or the three dot menu for the template and select Edit Email Notification.
1. Via the Notification Details section, users can define whether the template is active or not. If the Active checkbox is not enabled for a template, Insightly will not send the notification when criteria has been met to trigger the template.
2. Via the Notification Content section, users can edit the subject and body content of a template.
  1. Merge fields can be added to a template by clicking the Insert Field button and selecting a field from the list; fields available for selection are the fields that display on a ticket. Ticket fields can be configured by System Administrators via System Settings > Object and Fields > Ticket > Object Fields.
  2. The template’s HTML can be accessed by clicking the Code View button, which appears as open and close brackets <>.
3. Once all edits to an email template have been made, Save Template can be clicked to implement the edits.

Merge Fields

Merge fields can be added to an email template by clicking the Insert Field button and selecting a field from the list. The fields available for selection are the fields that display on a ticket.

Ticket fields can be configured by System Administrators via System Settings > Object and Fields > Ticket > Object Fields.

Default Value Assignments

When adding a merge field, the template will not populate correctly if the field is empty in the ticket record the information is being pulled from; the field will be left blank. This can cause the sent email to appear unfinished to the email recipient. For example, if an email begins with “Hi {{ticket.contact.first_name}}, “ but the ticket record’s Contact First Name field is left blank, the email would appear as “Hi ,”.

Administrators can enter a default value to populate the field when the field is empty. The syntax should be structured as follows:

{{field name | default:value here}}

So if you needed to set a default value for a contact first name field, you might enter it as:

{{ticket.contact.first_name | default:valued customer}}

If the syntax for any of these fields is not valid, the template will not save and an error will appear:

Error: Invalid default value for {{<token name>}}

Restore Default Template

Once an email template has been edited, the template can be restored to the default text provided by Insightly.

To restore a template to default, System Administrators can navigate to System Settings > User Interface > Email Templates. Review the list of templates on each tab (Agent, Contact, CC) and locate the template that requires a restoration to default. Click either the hyperlinked name of the template or the three dot menu for the template and select Edit Email Notification.
1. Via the edit screen for the email template, the Restore Default button in the lower right can be clicked. This will restore the entire template (subject and body) to the original content provided by Insightly.
2. Once the default content has been restored, Save Template can be clicked to implement the restoration.

Was this article helpful?