# Email templates and ticket notifications

Use account-specific email templates, branding and macros to send consistent ticket notifications and survey links.

*Release 3.3 · admin, operator, visitor*

**Settings › Email › Templates** · **Settings › Email › Email Accounts** · **Settings › Events › Surveys**

## 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

1. A ticket action, reminder or notification calls for a particular template purpose.
2. INSIDE looks for that purpose on the sending email account.
3. If there is no account-specific match, it uses the matching **Default** template.
4. 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, on request | 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, on request | Sets operator message colour in rendered email transcripts. |
| Visitor Message Color | Settings › Email › Email Accounts | channel | Pale blue (#e8f8fb) | Powerfront, on request | 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, on request | 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, on request | 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, on request | 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

### This feature uses

- **Requires** [Email account and mailbox setup](CHN-024.md): Sending accounts supply outbound identity, branding and account-specific template selection.
- **Configured in** [Operator settings](ADM-010.md): Operator signatures supply personalised email content.
- **Configured in** [Email replies and support conversations](CHN-027.md): Transcript selection and related-conversation restrictions affect rendered email content.
- **Configured in** [Visitor survey questions and scores](VX-013.md): Survey definitions supply questions and rating choices.
- **Works better with** [Chat links](CHAT-030.md): Template tools can insert available chat links.
- **Works better with** [Tags and conversation data](CHAT-031.md): Supported ticket and customer data fields can supply macro values.
- **Works better with** [Post-chat survey for web visitors](VX-014.md): Email can present links to the selected survey.
- **Related** [Email ticket handling and statuses](CHN-026.md): Ticket status changes and reminders determine when matching notification templates are used.

### Used by

- **Configures** [Censorship and abuse warnings](CHAT-021.md): The Censorship email template controls the layout of warning emails.
- **Configures** [Post-chat survey for web visitors](VX-014.md): Email templates must include the survey placeholder to display linked rating choices.
- **Configures** [Email event rules and actions](ENG-022.md): Email templates and macros supply the content used by notification actions.
- **Configures** [Email account and mailbox setup](CHN-024.md): Account-specific templates and branding determine outgoing email content.
- **Configures** [Incoming email and ticket replies](CHN-025.md): New-ticket acknowledgements use the matching email template.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Automated reminders and closure emails use the matching templates.
- **Configures** [Email replies and support conversations](CHN-027.md): Templates determine the message layout, signature and transcript content.
- **Enhances** [Ticket sources and email event automation](CHN-032.md): 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**.