Support Help

Templates

A template is a predefined format that you can use. Zoho Support provides you with the following types of templates:

  • E-mail templates
  • Ticket templates

E-mail Templates

E-mail templates are predefined formats that you can use to create e-mail messages. For example, if you want to send an acknowledgement to each of your customers, after their ticket is created in the support portal, you can create an e-mail template for the same. When you are replying to a customer, you can insert this e-mail template and send it. You can reuse e-mail templates as many times as you want.

In Zoho Support, there are 7 public e-mail templates that you can use. These are available with all the editions of Zoho Support. You can edit these templates to suit your requirements. The number of e-mail templates that you can create depends on the edition that you have chosen. The limit on the number of e-mail templates that you can create are as follows:

  • Free edition: Only the pre-built default templates are available
  • Professional edition: Unlimited
  • Enterprise edition: Unlimited

Creating Email Templates

You can create and use e-mail templates while sending e-mails to contacts and agents.

To create an e-mail template, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Templates
  3. In the Email Templates page, click New Template
  4. Select the module for which you want to create an e-mail template. For example, Tickets
  5. Click Next
  6. Enter a name for the e-mail template Select a folder to save the templates in Select the e-mail ID from which the e-mail will be sent Select the e-mail ID that you want to reply from
  7. Enter an appropriate subject line to be displayed when the e-mail is sent to a customer. For example, Acknowledgement for Tickets Received
  8. In the Email Template Body section, do the following:
    1. Select a merge field from the merge fields that are available. For example, Organization
    2. Select a field related to the merge field that you have chosen. For example. Organization Name Copy the string related to the field you have chosen, from the Copy Merge Field Value field Paste this string in the body of the e-mail template.
  9. Click Save

Note:

  • The string will be replaced with actual values when you use the template. You can use 32000 characters to create the body of the e-mail template.
  • The e-mail template will be available in the E-mail Template page. You can edit or delete this template when required.

Modifying E-mail Templates

You can modify the existing e-mail templates when required. To modify an e-mail template, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Templates
  3. In the Email Templates page, click Edit against the template that you want to modify
  4. Make the required changes
  5. Click Save

You can see a preview of the template before you save it.

Deleting E-mail Templates

You can delete any of the e-mail templates that you have created. You cannot delete the public e-mail templates. To delete an e-mail template, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Templates
  3. In the Email Templates page, click Del against the template that you want to delete
  4. Click OK

The template will be deleted immediately.

Creating E-mail Template Folders

You can create folders to store e-mail templates. This enables you to categorize and access e-mail templates easily. You can also use these folders to share your e-mail templates with other users.

To create a folder to store e-mail templates, follow the steps given below:

      1. Click Setup
      2. In the Customize section, click Templates
      3. In the Email Templates page, click New Template Folder
      4. Enter the following information:
        • Name for the folder
        • Description of the folder
      5. Specify the accessibility details
      6. Click Save.

You can store the e-mail templates that you create in this folder.

Ticket Templates

A ticket template is a template that that you can create to enable you to create tickets faster. For example, you can create individual ticket templates for the most frequently-raised tickets.

Ticket templates simplify ticket creation by auto-populating predefined values in New Ticket forms.

Creating Ticket Templates

To create a ticket template, do the following:

      1. Click Setup
      2. In the Customize section, click Templates and then click Ticket Templates
      3. In the Ticket Templates page, click New Template
      4. Enter a name for the template
      5. Check the Show to contact in customer portal checkbox if you want to display the ticket template in the customer portal
      6. Select the department that you want to create the form for
      7. Lookup and select the name of a contact
      8. Enter the contact's e-mail ID and phone number
      9. Enter an appropriate subject
      10. Enter a description about the ticket
      11. Select a status for the ticket from the following options:
        • Open
        • On Hold
        • Escalated
        • Closed
      12. Enter the name of the product
      13. Lookup and select the name of the ticket owner
      14. Enter the date by which the ticket should be solved
      15. Select a priority from the following options:
        • High
        • Medium
        • Low
      16. Enter the mode through which the ticket will be accepted
      17. Enter a category and sub-category under which the ticket will be logged
      18. Click Save

For more information about using ticket templates, see Adding Tickets.

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