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.
Create email templates
In the following example, we'll create an email template to send to a ticket's associated end user whenever a ticket is resolved. Then we'll create the automation rule, which sends the email when triggered, as well as the email the end user will receive.
Note:
- To ensure an end-user response to the automated email template is added as a comment to the existing ticket (not a newly created ticket triggered by the incoming email), begin the email template’s subject line with the snippet, [#{[Ticket Number]}], which you can input by clicking in the Email subject field, and then clicking the "Ticket Number" pill in the snippets list. For more info on snippets, see Add snippets to email templates
- Atera’s default email templates include built-in styling, which overrides any styles you might add. To remove these defaults and include your own, see Remove inline styles from an email template
In the following example, we'll create an email template to send to a ticket's associated contact whenever a ticket is resolved. Then we'll create the automation rule, which sends the email when triggered, as well as the email the contact will receive.
Note:
- To ensure a contact response to the automated email template is added as a comment to the existing ticket (not a newly created ticket triggered by the incoming email), begin the email template's subject line with the snippet, [#{[Ticket Number]}], which you can input by clicking in the Email subject field, and then clicking the "Ticket Number" pill in the snippets list. For more info on snippets, see Add snippets to email templates
- Atera’s default email templates include built-in styling, which overrides any styles you might add. To remove these defaults and include your own, see Remove inline styles from an email template
To create an email template:
1. Go to Admin > Support and ticketing > Email templates.
The Email templates page appears.
2. Click + New template.
The Create template page appears.
3. Enter the template name, description, and email subject. Then fill in the email body.
4. Click Create.
You’re returned to the Email templates page, where your saved template is listed.
Edit email templates
You can edit existing email templates at any time to update the name, subject, or message content. Changes are saved to the template and will apply the next time you use it.
To edit an email template:
1. Go to Admin > Support and ticketing > Email templates.
The Email templates page appears.
2. Select the template you want to update.
The Edit template page appears.
3. Update the template name, description, email subject, and/or email body.
4. Click Save.
Delete email templates
Ready to Marie Kondo your email templates? If a template no longer sparks joy (or relevance), delete it to keep your list clean and clutter-free.
To delete an email template:
1. Go to Admin > Support and ticketing > Email templates.
The Email templates page appears.
2. Hover over the template and click the ellipses icon (). Then click Delete template.
A confirmation window appears.
Add snippets to email templates
To add snippets to an email template:
1. Go to Admin > Support and ticketing > Email templates.
The Email templates page appears.
2. Select the template you want to update.
The Edit template page appears.
- To add a snippet to the email body: Navigate to the appropriate place in the email body, then click on the snippet to add it.
- To add a snippet to the email subject: Navigate to the appropriate place in the subject field, then click on the snippet to add it.
Note: Only snippets listed in the Snippet selector are currently supported for email templates. Site details such as Site Address and Site Phone Number are not available as snippets and cannot be automatically inserted into email templates at this time. If these details are required, they must be manually added to the email content.
Note: Only snippets listed in the Snippet selector are currently supported for email templates. Customer details such as Customer Address and Customer Phone Number are not available as snippets and cannot be automatically inserted into email templates at this time. If these details are required, they must be manually added to the email content.
Add HTML code to email templates
Use Code View to add custom HTML to your email templates when you need more control over formatting and layout.
To add HTML code to an email template:
1. Go to Admin > Support and ticketing > Email templates.
The Email templates page appears.
2. Select the template you want to update.
The Edit template page appears.
2. In the email body toolbar, click the Code View icon ().
3. Add the HTML code. Then click Save.
Remove inline styles from an email template
Email templates can include default inline styles that affect fonts, spacing, and colors. Use Code View to remove those styles so you can reapply your preferred formatting.
To remove inline, default styles from an email template:
1. Go to Admin > Support and ticketing > Email templates.
The Email templates page appears.
2. Select the template you want to update.
The Edit template page appears.
2. In the email body toolbar, click the Code View icon ().
3. In the code view, find any style="..." attributes and delete the entire attribute (including style= and the quotes), leaving the HTML tags intact
4. Add the desired style. Then click Save.
Send email template with ticket automation rules
Now that you've created an email template, create an automation rule that will trigger and send the email template. In this example, we'll create an automation rule that will trigger when a ticket is resolved and send your newly created email template to the ticket's user.
Now that you've created an email template, create an automation rule that will trigger and send the email template. In this example, we'll create an automation rule that will trigger when a ticket is resolved and send your newly created email template to the ticket's contact.
To create the ticket automation rule:
1. Go to Admin > Support and ticketing > Ticket automation rules.
The Ticket Automation Rules page appears.
2. Click Add New Rule.
The Add Rule window appears.
3. Create your rule:
- Rule name: Give your rule a name.
- Description: Enter a clear description.
- Trigger: Select Ticket Closed/ Resolved.
- Ignore flow: Select 'Yes' for the rule to operate regardless of hierarchy.
- Active: Select 'Yes' to activate the rule.
4. Click Add.
The rule is created and visible on the Ticket Automation Rules page.
5. Click the rule name to expand it and manage the Conditions and Actions.
Add the rule Condition:
- Ticket Field: Select Status.
- Operator: Select Equals.
- Expected value: Select Resolved.
Click Add.
Add the rule Action:
- Action Type: Select Send email to user.
- Action Type: Select Send email to contact.
- Related Field/ Email Template: Select your newly created email template.
Click Add.
The automation rule is created. When a ticket is resolved, an email containing the template will be sent to the user.
The automation rule is created. When a ticket is resolved, an email containing the template will be sent to the contact.
Automatically send an email template based on ticket auto-tags
Create a ticket automation rule that will send a custom email template to the ticket user when an auto-tag (in this example, the System / Login - Password Reset) is applied to a ticket.
Note:
- You can also create a specific Reset Password knowledge base article (KBAs) detailing these instructions to attach to your email template.
- To create this automation rule, you first need to create the email template.
To create the ticket automation rule:
1. Go to Admin > Support and ticketing > Ticket automation rules.
The Ticket Automation Rules page appears.
2. Click Add New Rule.
The Add Rule window appears.
3. Create your rule:
- Rule name: Give your rule a name.
- Description: Enter a clear description.
- Trigger: Select New ticket created.
- Ignore flow: Select 'Yes' for the rule to operate regardless of hierarchy.
- Active: Select 'Yes' to activate the rule.
4. Click Add.
The rule is created and visible on the Ticket Automation Rules page.
5. Click the rule name to expand it and manage the Conditions and Actions.
Add the rule Condition:
- Ticket Field: Select Auto Ticket Tag.
- Operator: Select Equals.
- Expected value: Select System / Login - Password Reset.
Click Add.
Add the rule Action:
- Action Type: Select Send email to user.
- Action Type: Select Send email to contact.
- Related Field/ Email Template: Select your newly created email template.
Click Add.
The automation rule is created. When a ticket is created containing the selected auto-tag, an email template will be sent to the ticket requester.
The automation rule is created. When a ticket is created containing the selected auto-tag, an email template will be sent to the ticket contact.
