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 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 ticket contact will receive.
In the following example, we'll create an email template to send to a ticket's associated 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 ticket user will receive.
To create an email template:
1. From Admin (on the side panel), go to Support and ticketing > Email templates.
The Email templates page appears.
Note: You can view 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.
Note: To ensure a customer 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]}].
Note: To ensure a 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]}].
5. 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.
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.