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Create Email Templates

Atera enables the creation of email templates, for automated communication with your customers. Email templates are designed for use with Automation Rules. Some commonly used templates include:

 

  • New ticket created (this is a predefined template)
  • Ticket closed
  • Ticket status changed

 

You can also customize and add Snippets to these email templates. For instance, the 'Ticket Number' Snippet includes the ticket number at that spot in the email. 

 

We will create a sample 'New ticket created' template (for customers to receive upon ticket creation). 

 

To create the template: 

 

1. Navigate to the Admin page (on the side panel) > Email Templates

 

 

The Email Templates page appears.

 

2. Add the Template Name (e.g. New Customer Ticket) and Description (e.g. Email customer when new ticket is created).

 

 

3. Click Add.

The newly created template appears.

 

 

4. Add the Email Subject and Email Body to the template.

Note: 

  • To add a Snippet (dynamic field information) 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: Follow the instructions for adding a Snippet to the Email Body (above). Then copy and paste the Snippet from the Email Body to the Email Subject.

 

 
 

 

Important Note (specific to this particular template):

 

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 ‘New Ticket Created’ email template’s subject line with the following snippet: [#{[Ticket Number]}]

 

Failure to do so will results in the creation of a new ticket if the customer replies to the automated email.

 

 

5. When done click Save Changes.

Your email template is saved.

 

6. Next, schedule the email template with Automation Rules.

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