One of the actions that can be performed when a ticket or reply matches a ruleset is to send an email. In order to send an email you have to first set up an EMAIL TEMPLATE.
An EMAIL TEMPLATE contains the contents that you want to send in your email – along with email template tags acting as placeholders for data specific to each ticket.
An email template can be used by one or more rulesets. For most use-cases you might only need one or two email templates.
To use an email template in a rule set:
You can also send email to predefined users on a ticket (Agent, customer, etc). Just check the box next to the user type and then select a template from the drop-down.
As with all email templates in SLA24 Service Desk you can insert special tags into the email template that will be replaced by data from the ticket or reply at the time the email was sent. These tags are generally enclosed by curly brackets.
The available tags will depend on the add-ons you’ve installed. However, you can find a list of all the available template tags as follows:
Some common template tags are located in our Email Add-on guide.