Email templates and ticket notifications
Use account-specific email templates, branding and macros to send consistent ticket notifications and survey links.
What it is
Email Templates define the subject and body used for ticket notifications. Macros insert the relevant customer, ticket, account branding and operator information. A template can apply to one email account or provide the website's Default wording.
Who uses it and why
- Administrators arrange consistent wording and branding with Powerfront and maintain survey definitions with the Settings or Manager role.
- Operators trigger the matching emails through ticket actions and report incorrect content.
- Visitors receive the rendered email and can follow the included survey links.
Where to find it
Powerfront manages Settings › Email › Templates and branding under Settings › Email › Email Accounts. Ask Powerfront to change template content, logos, colours or the account's survey selection.
Users with the Settings or Manager role can manage survey definitions at Settings › Events › Surveys.
How it works
- A ticket action, reminder or notification calls for a particular template purpose.
- INSIDE looks for that purpose on the sending email account.
- If there is no account-specific match, it uses the matching Default template.
- Supported macros are replaced with the available information before sending.
Ticket purposes include New Ticket, Open, Pending, AI Pending, On Hold, Support Conversation, Resolved, AI Resolved, Closed, Reminder, Ticket Update (Operator Only), Ticket Update (Team) and Censorship. Selecting a template purpose does not itself enable the action that sends it.
Macros can supply customer details, ticket number, subject, status, priority, transcript, latest customer or operator message, operator signature and account branding. Transcript content follows the reply's message selection and related-conversation rules. Support history excludes private messages and the current outgoing support message from its prior-history section.
The survey placeholder produces clickable rating choices when the account has a compatible Post Email Survey. The first question must be a star rating or yes/no image selection.
Configure it
Give Powerfront the notification purpose, account, subject and formatted body. Powerfront uses Name, Email Account:, Subject, Email Template and Macros to maintain the template.
Ask Powerfront to use an account-specific template for different wording and Default for shared fallback wording. To apply separate overrides to several accounts, ask Powerfront to maintain separate templates.
Ask Powerfront to check Company Name, Company URL, Company Logo, transcript colours, Operator Image and Post Email Survey alongside the template. Branding appears where the template uses the corresponding values. Operator signatures come from operator account details.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Operator Image | Settings › Email › Email Accounts | channel | Not set: uses the website operator image if configured, otherwise the operator's image | Powerfront | Supplies the operator image used in rendered email transcripts. |
| Operator Message Color | Settings › Email › Email Accounts | channel | Light grey (#f4f4f4) for public operator messages | Powerfront | Sets operator message colour in rendered email transcripts. |
| Visitor Message Color | Settings › Email › Email Accounts | channel | Pale blue (#e8f8fb) | Powerfront | Sets visitor message colour in rendered email transcripts. |
| Reply Break Text | Settings › Email › Email Accounts | website | Not set before an account is saved; the editor and a blank save use '### Please enter your reply above this line ###' | Powerfront | Supplies the website-wide reply delimiter inserted by the corresponding template macro. |
| Post Email Survey | Settings › Email › Email Accounts | channel | Not set: no email survey selected | Powerfront | Selects the survey used by the email survey placeholder. |
| Post Chat Survey Url | Settings › Email › Email Accounts | channel | Not set: no custom survey destination | Powerfront | Records the account's custom survey destination for the survey flow. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Email › Templates | Yes | Selects the notification purpose, such as New Ticket, Pending, Resolved or Reminder. |
| Email Account: | Settings › Email › Templates | No | Applies the template to one account, or uses Default as the website fallback. |
| Subject | Settings › Email › Templates | No | Sets the outgoing subject, with supported macros. |
| Email Template | Settings › Email › Templates | Yes | Sets the formatted body, with supported macros. The editor requires a non-empty body. |
| Company Name | Settings › Email › Email Accounts | No | Supplies the account's company identity and sender display name. |
| Company URL | Settings › Email › Email Accounts | No | Supplies the company link for templates using that value. |
| Company Logo | Settings › Email › Email Accounts | No | Supplies the account logo for the matching template macro. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage survey definitions through Surveys; email templates and account branding remain Powerfront-managed. |
| Manager | Manage survey definitions through Surveys; email templates and account branding remain Powerfront-managed. |
Limits and good to know
- One template applies to one email account or Default, not a list of selected accounts.
- The editor rejects an empty Email Template and can report Template already exist for a conflict.
- Deletion asks for confirmation. Do not rely on an additional warning about removing the last default.
- If both the matching account template and default are missing, the notification may fail.
- A survey selection alone does not insert a survey into every email. The template needs the survey placeholder.
- Reply Break Text affects website-wide delimiter wording even though Powerfront edits it in an account.
- These templates are separate from Saved Responses and chat Themes.
Depends on and works with
View all connections as a list
This feature uses
- Operator settingsConfigured by
Operator signatures supply personalised email content.
- Chat linksEnhances
Template tools can insert available chat links.
- Tags and conversation dataEnhances
Supported ticket and customer data fields can supply macro values.
- Email account and mailbox setupRequires
Sending accounts supply outbound identity, branding and account-specific template selection.
- Email ticket handling and statusesRelated
Ticket status changes and reminders determine when matching notification templates are used.
- Email replies and support conversationsConfigured by
Transcript selection and related-conversation restrictions affect rendered email content.
- Visitor survey questions and scoresConfigured by
Survey definitions supply questions and rating choices.
- Post-chat survey for web visitorsEnhances
Email can present links to the selected survey.
Used by
- Censorship and abuse warningsConfigured by
The Censorship email template controls the layout of warning emails.
- Post-chat survey for web visitorsConfigured by
Email templates must include the survey placeholder to display linked rating choices.
- Email event rules and actionsConfigured by
Email templates and macros supply the content used by notification actions.
- Email account and mailbox setupConfigured by
Account-specific templates and branding determine outgoing email content.
- Incoming email and ticket repliesConfigured by
New-ticket acknowledgements use the matching email template.
- Email ticket handling and statusesConfigured by
Automated reminders and closure emails use the matching templates.
- Email replies and support conversationsConfigured by
Templates determine the message layout, signature and transcript content.
- Ticket sources and email event automationEnhances
Notification messages can use email macros and the selected account's branding.
FAQ and troubleshooting
Why does one mailbox send different wording?
Its account-specific template overrides the matching Default template.
Why is the logo or signature missing?
Ask Powerfront to check both the stored account or operator value and the matching placeholder in the template.
Why is the survey missing?
Ask Powerfront to check the account's Post Email Survey and whether the template contains the survey placeholder. A user with the Settings or Manager role can check the survey's first question type.
Why did deleting a template stop notifications?
The account may no longer have either an account-specific template or a Default for that purpose. Ask Powerfront to restore the required template.
Can the Settings role edit email templates?
Powerfront manages email templates in this release. The Settings role can manage survey definitions through Surveys.