Create email templates

Atera's email templates allow for automated communication with your customers (by incorporating them with Ticket Automation Rules). They're also super-easy to create, allowing you to add snippets (dynamic field information) as well as HTML customizations.

Atera's email templates allow for automated communication with your users (by incorporating them with Ticket Automation Rules). They're also super-easy to create, allowing you to add snippets (dynamic field information) as well as HTML customizations.

In the following example, we'll create an email template that we'll send to a ticket's associated contact whenever a ticket is resolved. You'll also see the automation rule, which sends the email when triggered, as well as the email the ticket contact will receive.

In the following example, we'll create an email template that we'll send to a ticket's associated user whenever a ticket is resolved. You'll also see the automation rule, which sends the email when triggered, as well as the email the ticket user will receive.

To create an email template:

1. From Admin, on the side panel, click Email Templates.

The Email Templates page appears.

Note: You can find preset templates (as well as your own once you've created them) by clicking the dropdown and selecting the desired template.

2. On the right-hand side of the page, add the template name and description.

3. Click Add.

The email template appears, with an empty email subject and body.

4. Fill in the email subject and body.
Important Note: If your customer replies to the automated email template they receive, you'll want their comment to appear on the existing ticket (not a new ticket, unintentionally created by the email). To ensure the comment is added to the existing ticket, begin the email template’s subject line with the following snippet: [#{[Ticket Number]}].

Important Note: If your user replies to the automated email template they receive, you'll want their comment to appear on the existing ticket (not a new ticket, unintentionally created by the email). To ensure the comment is added to the existing ticket, begin the email template’s subject line with the following snippet: [#{[Ticket Number]}].

5. When you're done, click Save Changes.
Your email template is saved. Templates (name, subject, and body) can be easily updated or deleted, at any time.

Add Snippets and/or HTML Code to Email Templates

To add snippets to email templates:

To add a snippet to the email body: Navigate to the appropriate place in the email body, then click on the Snippet you wish to add.
To add a snippet to the email subject: First add the snippet to the email body, as described above. Then, cut and paste the snippet from the email body to the email subject.

Add HTML code to email templates

Click the Code View icon, and insert the HTML code.

A brief, visual description of the entire process:

Now, you'll want to set up the automation rule that will — for this example case — trigger whenever a ticket is resolved and send your new email template to the ticket's contact. Below, we provide screenshots of the entire process:

Now, you'll want to set up the automation rule that will — for this example case — trigger whenever a ticket is resolved and send your new email template to the ticket's user. Below, we provide screenshots of the entire process: