SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Email Templates

When certain actions occur within the system, SmarterTrack can send an email based on that action. For example, if a company wants to send a follow-up survey to a customer after a Ticket resolution, the system will automatically send an email requesting the customer complete the survey. These system-generated emails are predefined and no new templates can be created. However, administrators can use this section to edit the template content.

To access this section, click the settings icon. Then expand System Settings and Setup and click Email Templates in the navigation pane. A list of email templates will load in the content pane.

The following columns are available:

  • Checkbox - Use these boxes to select multiple templates. Email templates must be selected before choosing an action from the toolbar.
  • Template Name - The name of the email template.
  • Description - A short summary describing the purpose of the template.

The following option is available from the content pane toolbar:

  • Edit - Allows the administrator to edit the subject line and text of an email template.
  • Refresh - Refreshes the content pane.

Template Types

There are eight different templates for system emails: Auto-Close Ticket, Email Rejected Due to Lock, Email Rejected Due to New Ticket Requirements, Email Rejected Due to Policy, Forgot Login, Survey, Ticket List, and Verify Email Address.

Auto-Close Ticket

This email is used when a department is set to automatically close tickets after a certain amount of time. The email notifies the customer that a particular ticket was closed, but that the ticket can be re-opened by simply replying to it. The following variables are available:

  • The Subject of the closed ticket [%Subject%]
  • The ticket number of the closed ticket [%TicketNumber%]

Email Rejected Due to Lock

This template is used to notify a customer that the ticket they are replying to has been closed and locked and offers a way to initiate a new ticket. The following variables are available:

  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address of the original sender [%EMAIL%]
  • The subject of the email that came in [%SUBJECT%]

Email Rejected Due to New Ticket Requirements

This template is used to notify a customer that they don't meet the department's required role for starting a ticket. For example, a billing department may require users to be Registered Users of SmarterTrack, but they are attempting to submit the ticket anonymously. For more information, see SmarterTrack Roles. The following variables are available:

  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address of the original sender [%EMAIL%]
  • The subject of the email that came in [%SUBJECT%]

Email Rejected Due to Policy

This template is used to notify a customer that the department they're trying to contact does not accept tickets via email. This email will be sent when "Allow new tickets to be submitted" is not checked in a department's POP settings. Instead, tickets need to be created via the Web portal. For more information, see Departments. The following variables are available:

  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address of the original sender [%EMAIL%]
  • The subject of the email that came in [%SUBJECT%]

Forgot Login

This template is used to send the password to the registered email account on file when a user forgets his/her login information and they click on the "Fogot Login?" link on the Web portal. The following variables are available:

  • Company name as defined in brand settings [%COMPANY%]
  • The base URL of the support site [%SITEURL%]
  • The password of the account (required) [%PASSWORD%]
  • The username of the account [%USERNAME%]

Survey

This template is used to offer a survey to a customer after their ticket is resolved. The following variable is available:

  • The customer name [%CustomerName%]
  • The username for the customer [%CustomerUsername%]
  • The subject of the resolved ticket [%Subject%]
  • The survey URL [%SurveyUrl%]
  • The ticket number [%TicketNumber%]

Ticket List

This template is used when a customer requests an emailed list of all previous tickets. The following variable is available:

  • All Tickets that belong to user [%TicketList%]

Verify Email Address

This template is used to confirm a new user's email address. The following variables are available:

  • The brand name for the help desk they are registering for [%BrandName%]
  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address on the account [%EMAIL%]
  • The full name for the user signing up [%FullName%]
  • The link they need to click on to verify the account (Required) [%LINK%]
  • The username on the account [%USERNAME%]