Configuring email templates

You can create email templates that are available to all users in a particular workspace. Fields and keywords can be included in the text to customize the message.

If you want to create templates for your items, see Creating and managing Quick Templates.


In version 12.0.0, the email template configuration options were found on the Main Administration page under System Management > Email Settings > Email Templates.

To create an email template

  1. Open the container where you want to create a template:
    1. Click the Administration tab.
    2. In the Workspaces section, click the workspace or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The container details page appears.
  2. In the left pane, click Email Templates.
    The Email Templates page appears.
  3. Click New.
    The Template builder page appears, showing the Tool Palette in the left pane. This page is similar to the page used for creating forms. For detailed information, see Configuring forms.
  4. In the Properties section of the Tool Palette:
    1. In the Name field, type a descriptive name for the template.
    2. (Optional) In the Description field, type an explanation of this template's purpose.
    3. (Optional) In the Item Type field, select the item for this template.
    4. (Optional) If you do not want attachments from the records included with the email generated by this template, clear the Include attachments from the item check box.

    5. In the Text Emails section, accept the default to create text notifications from the HTML template or select to manually create your own.
      If you accept the default, most browsers can process the generated text.
  5. (Optional) To include fields and keywords in the email text:
    1. In the left pane, click Fields and Keywords.
      This list presents keywords for all fields and their labels by workspace item.
    2. In the Character between Label-Field Pairs field, accept the default value (equals sign), select a colon or "is", or select Custom to define your own separator.
      Changing this setting affects separators for all pairs used in this template.
    3. In the list, select individual labels and fields or select pairs, drag them onto the Body section (in the right pane) and place them where you want them to occur in the email text. If you select a field (value), only the value in a field is displayed in your email. If you select a field (label), then the label appears. If you select the field (Pair) then both the label and the field value appear where you placed that keyword in the email template.

      Security issues & History-related keywords

      In Version 12.0, including the following keywords in your email notification templates may allow unauthorized users to see certain fields:

      [COMPLETE ISSUE HISTORY] displays all of the ticket history, including changes made to any field, whether the user is authorized to see that information or not.

      [SHORT LIST OF WHAT CHANGED] displays the changes made the last time the record was edited.

      Use caution when including these keywords in your templates.


      The [URL] keyword is applicable only to a template used in Send Survey Action and not to any other item. 

  6. (Optional) In the right pane, in the Create a version in another language field, select additional languages to create copies of this template in those languages.
    The selected languages appear in the Languages applied field.

  7. In the right pane, format your email:
    1. In the Subject field, type the text that you want displayed in the email subject. You can insert variables in this field.
    2. In the Body section, do either of the following:
      • On the HTML tab, type the text that will be the message.
        Drag and drop fields and keywords as needed and use the HTML formatting tools to customize the appearance of your message.
      • If you selected the Text Email option to generate text from the HTML template, you do not need to create that text separately. If you want to manually create the plain text version of the HTML message, click the Text tab and type or paste the message text.
  8. Click Save.
  9. To see the new template, click the Template Manager tab.

Related topics

Configuring templates

Editing email templates

Deleting email templates

Localizing fields and forms

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