Managing Email Templates

Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send an email acknowledgment to your customers on receiving their ticket.

Here are the Predefined Email Templates that are available in Zoho Desk:

For Requestors:

Acknowledge on receiving their ticket
Acknowledge Cc'd users in their ticket
Acknowledge on receipt of a new response
Comment has been added to their ticket
Comment has been deleted from their ticket
Comment is modified in their ticket
Resolution is added to their ticket
Acknowledge on closing their ticket

For Agents:

Receiving a new ticket
Requestor responding to their ticket
Ticket is assigned to them
Blueprint transition is assigned to them
Task is assigned to them
Call is assigned to them
Event is assigned to them
Remind them about their tasks
Remind them about their calls
Remind them about their events
Task created for their ticket is completed
Call created for their ticket is completed
Event created for their ticket is completed
Comment has been added to their ticket
Comment has been deleted from their ticket
Comment is modified in their ticket
Receiving a happiness rating for their ticket
Receiving a feedback on their article
Receiving an article for review
Article sent for review is published by the reviewer
Article owned by them is about to expire
Article owned by them has expired
Receiving a ticket for review
Ticket is escalated
Blueprint state is escalated
A ticket is moved to their department

For Teams:

Ticket is assigned to the team
Requestor responding to the teams' ticket
Comment has been added to the teams' ticket
Comment has been deleted from the teams' ticket
Comment is modified in the teams' ticket
Task is assigned to the team
Call is assigned to the team
Event is assigned to the team
Task created for teams' ticket is completed
Call created for teams' ticket is completed
Event created for teams' ticket is completed

These predefined templates can be further customized according to your business requirements.

Note:

Users having a paid plan in Zoho Desk can customize email templates.
Only users with Profile permission for managing Email and Ticket Templates can access this feature.
Unverified users (those who sign up and start using the Desk account for the first time) on the Standard, Professional, and Enterprise plans are restricted from performing actions like editing or modifying existing email templates. To verify their account, users can sign in and confirm their email address during their next login.
Users on the Free plan cannot create or modify any email templates and are limited to using only the system defined default templates.

Creating Email Templates

You can create and use email templates to send emails to your customers and agents.

To create an email template:

Go to Setup ( ) > Customization > Email Templates.
In the Email Templates page, select a department from the drop-down.
Click Add in the upper right area and select New Template.
In the New Email Template page, select the Module Type from the drop-down list.
Enter the Template Name.
Select the Template Folder from the Select Folder drop-down list.
For the template, add the From, Subject, etc. details.
In the Message section, create the email message body by incorporating the fields from various modules:
Click the required fields from the Insert Placeholders drop-down list based on the category (Agent, Organization, or Specific Module). The placeholder text will be pasted into the Message section.
You can also provide placeholder text for the Subject of the email template.
Click Preview to view your email.
Click Save.

Note:

The placeholder text will be replaced with the actual values when you send the Email template.
You can create a template with 32000 characters.
You can embed video in your email template by using the Insert HTML options.
Email Templates are module-specific. You can create templates for modules like Tickets, Contacts, etc.
Email Templates are department-specific.

Guide to Placeholders

Ticket Placeholders

Placeholder	Description	Where to Use	Result
Department	The department handling the ticket.	Your query has been assigned to the ${Cases.Department}.	Your query has been assigned to the Support Team.
Contact Name	The name of the contact associated with the ticket.	Hello ${Cases.Contact Name}, we have received your request.	Hello John Doe, we have received your request.
Email	The contact's email address.	We have sent the details to ${Cases.Email}.	We have sent the details to john.doe@example.com.
Phone	The contact's phone number.	You can reach us at ${Cases.Phone} for further assistance.	You can reach us at +1-987-654-3210 for further assistance.
Subject	The subject of the ticket.	The ticket subject is: ${Cases.CUSTOMER_PORTAL_LINK::${Cases.Subject}}.	The ticket subject is: Login Issue with App.
Description	The detailed description of the ticket issue.	Details of your request: ${Cases.Description}.	Details of your request: Unable to log in with valid credentials.
Status	The current status of the ticket.	Your ticket status is now ${Cases.Status}.	Your ticket status is now In Progress.
Ticket Owner	The agent or team responsible for the ticket.	Your request is assigned to ${Cases.Case Owner}.	Your request is assigned to Alice Thompson.
Created By	The person who created the ticket.	The ticket was created by ${Cases.Created By}.	The ticket was created by John Doe.
Modified By	The last person who modified the ticket.	Last modified by ${Cases.Modified By}.	Last modified by Emma Watson.
Created Time	The date and time when the ticket was created.	Your ticket was created on ${Cases.Created Time}.	Your ticket was created on March 20, 2025, 10:30 AM.
Modified Time	The date and time of the last modification.	Last updated on ${Cases.Modified Time}.	Last updated on March 21, 2025, 2:45 PM.
Ticket Id	The unique ID assigned to the ticket.	Reference your ticket ID: ${Cases.Request Id}.	Reference your ticket ID: TKT-98765.
isSpam	Indicates if the ticket is marked as spam (Yes/No).	Spam status: ${Cases.isSpam}.	Spam status: No.
Resolution	The solution or resolution provided for the ticket.	The ticket has been resolved: ${Cases.Resolution}.	The ticket has been resolved: Password reset completed.
Number of Threads	The number of message threads in the ticket.	There are ${Cases.Thread Count} responses in this ticket.	There are 4 responses in this ticket.
Account Name	The name of the account associated with the ticket.	The ticket is linked to ${Cases.Account Name}.	The ticket is linked to Acme Corp.
Due Date	The deadline by which the ticket should be resolved.	Please address this by ${Cases.Due Date}.	Please address this by March 25, 2025.
Priority	The urgency level of the ticket (High, Medium, Low).	The priority of this ticket is ${Cases.Priority}.	The priority of this ticket is High.
Channel	The channel through which the ticket was created (email, phone, etc.).	This ticket was submitted via ${Cases.Mode}.	This ticket was submitted via Email.
Ticket Closed Time	The date and time when the ticket was closed.	The ticket was closed on ${Cases.Case Closed Time}.	The ticket was closed on March 22, 2025, 5:00 PM.
Is Overdue	Indicates if the ticket is overdue (Yes/No).	Overdue status: ${Cases.Is Overdue}.	Overdue status: No.
Is Escalated	Indicates if the ticket has been escalated (Yes/No).	Escalation status: ${Cases.Is Escalated}.	Escalation status: ${Cases.Is Escalated}.
Classifications	The categorization or classification of the ticket.	Ticket classification: ${Cases.Classification}.	Ticket classification: Billing Issue.
Number of Comments	The number of comments added to the ticket.	This ticket has ${Cases.Comment Count}.	This ticket has 5 comments.
Time to Respond	The time taken to respond to the ticket.	Response time: ${Cases.Time to Respond}.	Response time: 4 hours.
Team Name	The name of the team handling the ticket.	Handled by team: ${Cases.Team Name}.	Handled by team: IT Support.
Ticket On Hold Time	The date and time when the ticket was put on hold.	The ticket was placed on hold at ${Cases.Case On Hold Time}.	The ticket was placed on hold at 2025-03-20 2:30 PM.
Layout	The layout associated with the ticket.	This ticket follows the ${Cases.Layout}.	This ticket follows the Standard Support layout.
Language	The language associated with the ticket.	The ticket language is ${Cases.Language}.	The ticket language is English.
Bad Rating	Indicates if the ticket received a bad rating on edited word.	The ticket received a ${Cases.Bad Rating} rating.	The ticket received a Poor rating.
Cost of the Ticket	The total cost associated with the ticket.	The total cost is ${Cases.Cost of the Ticket}.	The total cost is $120.
Price	The price per unit or service in the ticket.	The price per unit is ${Cases.Price}.	The price per unit is $30.
Quantity	The number of units or services in the ticket.	The ticket includes ${Cases.Quantity} units.	The ticket includes 4 units.
Ticket Booked Date	The date when the ticket was booked.	The ticket was booked on ${Cases.Ticket Booked Date}.	The ticket was booked on 2025-03-18.
Ticket Cancellation Date	The date when the ticket was canceled.	The ticket was canceled on ${Cases.Ticket Cancellation Date}.	The ticket was canceled on 2025-03-19.
Recent Thread Content	The most recent content from the ticket thread.	Latest message: ${Cases.Recent Thread Content}.	Latest message: Can you share the log file?
Customer Happiness Rating	A question with 3 rating options for the customer to rate.	${Cases.Customer Happiness Rating}	How would you rate our customer service? Good \| Okay \| Bad
Rating from Customer	The rating from the customer	Rating received: ${Cases.Rating From Customer}.	Rating received: Good.
Blueprint State Escalation Level	The escalation level of the blueprint state.	Escalation level: ${Cases.Blueprint State Escalation Level}	Escalation level: Level 2.
Blueprint Name	The name of the transition stage in the blueprint.	Ticket has been associated with ${Cases.Blueprint Name} blueprint.	Ticket has been associated with Refund Approval Process blueprint.
Transition Name	The name of the transition stage in the blueprint.	Current transition: ${Cases.Transition Name}.	Current transition: Awaiting Manager Approval.
Recipient Name	The name of the recipient associated with the ticket.	Recipient: ${Cases.Recipient Name}.	Recipient: John Doe.
Escalation Level	The current escalation level of the ticket.	Currently blueprint has been escalated to ${Cases.Escalation Level}.	Currently blueprint has been escalated to Level 3.
Due Status	The due status of the ticket (Overdue/On-time).	The ticket is currently ${Cases.Due Status}.	The ticket is currently On-time.
Account Name	The name of the account associated with the ticket.	The ticket is linked to ${Cases.Account Name}.	The ticket is linked to ABC Corporation.
First Name	The first name of the contact.	Hello ${Cases.First Name}!	Hello Sarah!
Last Name	The last name of the contact.	Mr./Ms. ${Cases.Last Name}, your request is being processed.	Mr. Vincent, your request is being processed.
Recent Comment	The most recent comment on the ticket.	Latest comment: ${Cases.Recent Comment}.	Latest comment: Please escalate this to level 2 support.
Recent Comment By	The name of the person who made the recent comment.	Commented by: ${Cases.Recent Comment By}	Commented by: James Carter.
Recent Comment Time	The date and time of the recent comment.	Last comment on: ${Cases.Recent Comment Time}	Last comment on: 2025-03-19 at 2:00 PM.
Recent Commenter Email	The email of the person who made the recent comment.	Email of commenter: ${Cases.Recent Commenter Email}.	Email of commenter: james.carter@example.com.
Agent Ticket Button	A button link to the agent ticket page.	Open ticket: ${Cases.SUPPORT_PORTAL_BUTTON}	Open ticket: Agent View
Customer Ticket URL	The URL for the customer-facing ticket page.	Track your ticket here: ${Cases.CUSTOMER_PORTAL_LINK}.	Track your ticket here: https://helpdesk.com/ticket/894512.
Agent Ticket URL	The URL for the agent-facing ticket page.	View ticket details: ${Cases.SUPPORT_PORTAL_LINK}.	View ticket details: https://helpdesk.com/agent/ticket/894512
Customer Ticket Button	A button link to the customer ticket page.	Click here: ${Cases.CUSTOMER_PORTAL_BUTTON}.	Click here: View Ticket

Ticket Owner Placeholders

First Name	The first name of the ticket owner.	Ticket has been assigned to: ${Case Owner.First Name}.	Ticket has been assigned to: Alice.
Last Name	The last name of the ticket owner.	Handled by: Mr./Ms. ${Case Owner.Last Name}.	Handled by: Ms. Vincent.
Email	The email address of the ticket owner.	You can reach the ticket owner at ${Case Owner.Email}.	You can reach the ticket owner at alice.vincent@helpdesk.com.
Mobile	The mobile number of the ticket owner.	For immediate assistance, call ${Case Owner.Mobile}.	For immediate assistance, call +1-987-654-3210.
Phone	The phone number of the ticket owner.	Contact the ticket owner at ${Case Owner.Phone}.	Contact the ticket owner at +1-555-789-4560.

Agent Placeholders

First Name	The first name of the agent handling the ticket.	Assigned to: ${Cases.First Name}.	Assigned to: Alice.
Last Name	The last name of the agent handling the ticket.	Handled by: ${Cases.Last Name}.	Handled by: Mr. Vincent.
Support Rep Name	The name of the support representative.	Assigned to: ${User.Support Rep Name}.	Assigned to: Alice Smith.
Email	The agent's email address.	You can reach the agent at ${User.Email}.	You can reach the agent at alice.vincent@helpdesk.com.
Phone	The agent's phone number.	Contact the agent at ${User.Mobile}.	Contact the agent at +1-555-789-4560.
Mobile	The agent's mobile number.	For immediate assistance, call ${User.Phone}.	For immediate assistance, call +1-987-654-3210.

Organization Placeholders

Organization Name	The name of the organization.	From: ${Organization.Organization Name}.	From: ABC Corporation
Organization Description	The description of the organization.	About: ${Organization.Organization Description}.	About: Leading software solutions provider.
Website	The website URL of the organization.	Visit us at: ${Organization.Website}.	Visit us at: www.abc-corp.com
Mobile	The mobile number of the contact or organization.	Contact us at: ${Organization.Mobile}.	Contact us at: +1-987-654-3210.
Fax	The fax number of the organization.	Fax us at: ${Organization.Fax}.	Fax us at: +1-123-456-7890.
Phone	The phone number of the organization.	Call us at: ${Organization.Phone}.	Call us at: +1-555-789-4560.
Organization Logo	The logo of the organization.	Logo: ${Organization.Organization Logo}.	Logo: 🔤
City	The city where the organization is located.	Location: ${Organization.City}.	Location: New York.
Street	The street address of the organization.	Address: ${Organization.Street}.	Address: 123 Main Street.
State	The state of the organization.	State: ${Organization.State}.	State: California.
Country	The country of the organization.	Country: ${Organization.Country}.	Country: United States.
Zip Code	The postal code of the organization.	Zip Code: ${Organization.Zip Code}.	Zip Code: 10001.

Modifying Email Templates

You can modify the existing email template by changing the required fields.

To modify an email template:

Go to Setup ( ) > Customization > Email Templates.
In the Email Templates page, select a department from the drop-down.
Click the Edit icon ( ) corresponding to the email template.
In the Edit Email Template page, modify the email template details.
Click Preview to view your email.
Click Save.

Deleting Email Templates

Occasionally, you may remove email templates that are not useful for future reference. However, please note that you cannot delete the Public Email Templates.

To delete email templates:

Go to Setup ( ) > Customization > Email Templates.
In the Email Templates page, select a department from the drop-down.
Click the Delete icon ( ) corresponding to the email template.
Click Ok to confirm.

Creating Email Template Folders

A folder is a place where you can store email templates. Each of your folders can have separate security permissions. When you create a new folder, you can set it to be either public or private, but further down are the sharing settings:

The folder is accessible by all agents
The folder is accessible only to you
The folder is accessible only by the following agents

If you choose option 3, you can give access by:

Teams
Roles
Roles and Subordinates
Agents

If you only need a few users to have access, the Agents route is probably your best option.

To create email template folder:

Go to Setup ( ) > Customization > Email Templates.
In the Email Templates page, select a department from the drop-down.
Click Add in the upper right area and select New Template Folder.
In the New Template Folder page do the following:
Enter the Folder Name.
Specify additional information about the folder in the Description text box.
Under View Permissions, select an appropriate permission setting.
Click Save.

You can click the Edit (

) or Delete (

) icons alongside the Folder Name to modify or delete a folder.

Create. Review. Publish.

Write, edit, collaborate on, and publish documents to different content management platforms.

Get Started Now

Access your files securely from anywhere

Zoho CRM Training Programs

Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

Redefine the way you work

with Zoho Workplace

Start your free trial

Zoho DataPrep Personalized Demo

If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

Create, share, and deliver

beautiful slides from anywhere.

Get Started Now

Zoho Sign now offers specialized one-on-one training for both administrators and developers.

BOOK A SESSION

Zoho Workerly Home
Forums
Connect With Us:

Zoho Recruit Home
Forums
Connect With Us:

Start tracking your website metrics today

Use PageSense to understand what your visitors are looking for, how they are behaving, and where they are facing problems on your website.

Ready to improve your website's performance?

Install the PageSense code snippet on your site in a matter of minutes and start collecting in-depth data about the website visitors to grow your business.

Track and measure every business goal

Set up goals in PageSense to measure every single action performed by visitors on your website like button or link clicks, form submissions, and page engagements.

Understand the customer journey on your website

Create funnels in PageSense to quickly see which pages visitors use to enter your website, where they navigate to next, and which pages they decide to leave without converting.

Visualize your visitor's behavior with color codes

Set up heatmaps in PageSense to see where users have clicked more, how far they've scrolled, and on which parts of a page they've spent the most time using color-coded patterns in reports.

Measure customer engagement with your web forms

Use form analytics in PageSense to see how people interact with different fields in your form, whether they complete the form successfully or not, and where exactly they drop out on your form.

Record real visitor interactions on your website

Use session recordings in PageSense to watch a video of all the visitor actions performed on your website including the pages they navigate, the buttons they click, the UX issues they face, and more.

Test and optimize webpages for better conversions

Run A/B or Split URL tests in PageSense to figure out which version of your web page works best for your business and results in the best conversion rate.

Give each customer a unique website experience

Use personalization in PageSense to deliver customized versions of your website for every individual customer based on their demographics, local weather, browsing history, and more.

Grow your business through customer feedback

Run polls on your website using PageSense to understand what your customers think about your products/services and what needs improvement on your site.

Send timely updates that customers love

Use web push notifications in PageSense to schedule and notify your customers about an upcoming flash sale, product releases, promotional coupons, and a lot more that can spark conversions on your website.

Advertise your business to website visitors

Use pop-ups in PageSense to instantly grab the attention of visitors by showing attractive signup offers, coupon code discounts, or email newsletters that can eventually convert them into subscribers.

Access more advanced settings in PageSense

Use PageSense's advanced features like creating mutually exclusive groups, enabling cross-domain tracking, configuring customized project JS, and more to get deeper insights about your website.

Try easy-to-use extensions

Download the PageSense extension app available for your web browser with a few clicks and start collecting all of your required website metrics in real time.

Discover your favorite integrations with PageSense

Get a deeper look at your website's data by seamlessly integrating PageSense with a host of popular third-party apps like Google Analytics, Mixpanel, Intercom, and more.

Quick Links	Workflow Automation	Data Collection
Web Forms	Enterprise	Online Data Collection Tool
Embeddable Forms	Banking	Begin Data Collection
Interactive Forms	Workplace	Data Collection App
CRM Forms	Customer Service	Accessible Forms
Digital Forms	Marketing	Forms for Small Business
HTML Forms	Education	Forms for Enterprise
Contact Forms	E-commerce	Forms for any business
Lead Generation Forms	Healthcare	Forms for Startups
Wordpress Forms	Customer onboarding	Forms for Small Business
No Code Forms	Construction	RSVP tool for holidays
Free Forms	Travel	Features for Order Forms
Prefill Forms	Non-Profit
Intake Forms	Legal	Mobile App
Form Designer	HR	Mobile Forms
Card Forms	Food	Offline Forms
Assign Forms	Photography	Mobile Forms Features
Translate Forms	Real Estate	Kiosk in Mobile Forms
Electronic Forms
Drag & drop form builder
Notification Emails for Forms	Alternatives	Security & Compliance
Holiday Forms	Google Forms alternative	GDPR
Form to PDF	Jotform alternative	HIPAA Forms
Email Forms		Encrypted Forms
		Secure Forms
		WCAG

Quick Links

New to Zoho Writer?

Signup Now

Zoho Writer

What's new

Help Guide

Blogs

Forums

Webinars

API

Developers

Build Extensions

Create. Review. Publish.

Write, edit, collaborate on, and publish documents to different content management platforms.

Get Started Now

Zoho Campaigns Resources

Campaigns Community Learning Series

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

Zoho Pagesense Resources

You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho Social?

Manage your brands on social media

Access Zoho Social

New to Zoho Desk?

Access Zoho Desk

What's New in Zoho Desk

Use cases

Make the most of Zoho Desk with the use cases.

Learn More

eBooks

Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

Download eBooks

Videos

Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

Watch Now

Webinar

What's New in Zoho Desk

Desk Community Learning Series
Meetups
Ask the Experts
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner

Zoho Sheet Resources

New to Zoho Forms?

Latest Feature Updates

Explore our Pricing & Plans

Zoho Forms Resources

Secure your business

communication with Zoho Mail

Get started

Mail on the move with

Zoho Mail mobile application

Go Mobile

Stay on top of your schedule

at all times

Get started

Carry your calendar with you

Anytime, anywhere

Get started

Latest Announcements

New to Zoho Sign?

Zoho Sign Resources

Sign, Paperless!

Sign and send business documents on the go!

Get Started Now

Zoho SalesIQ Resources

New to Zoho TeamInbox?

Zoho TeamInbox Resources

Connect with us

New to Zoho ZeptoMail?

LEARN MORE

Latest Feature Updates

Zoho DataPrep Resources

New to Zoho DataPrep?

Access Zoho DataPrep

Zoho DataPrep Demo

Get a personalized demo or POC

Design. Discuss. Deliver.

Create visually engaging stories with Zoho Show.

Get Started Now

New to Zoho Workerly?

Access Zoho Workerly

New to Zoho Recruit?

Access Zoho Recruit

New to Zoho CRM?

Signup Now

Access Zoho CRM

Latest Feature Updates

New to Zoho Projects?

Access Zoho Projects

New to Zoho Sprints?

Access Zoho Sprints

New to Zoho Assist?

Access Zoho Assist

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Related Articles
Using Ticket and Email Templates in Zoho Desk
Email Templates Email templates reduce the time taken to draft a response and eliminates inadvertent errors that may occur while drafting an email in hurry. It will also come handy when you have a solution that can be suggested for multiple tickets. ...
Broadcast Email Template for Zoho Desk
Email templates are preconfigured email messages that can be sent as email notifications to your customers and agents. You can easily create and send email templates from your help desk account, but what if you want to add a template for multiple ...
FAQs: Email
Can I clone email templates across departments? Creating email templates for multiple departments in Zoho Desk allows you to streamline your communication with customers and agents by providing preconfigured messages tailored to specific needs. ...
Creating Ticket Templates
A ticket template is a set of predefined field values that can be applied to a specific support request. It simplifies ticket creation by pre-filling the values when you manually submit a ticket. The template can include values for standard fields ...
Managing User Profiles
Profiles control the permission to what a user can do in Zoho Desk. For example, it defines if an agent can reply to tickets, assign a ticket to someone else, import records, create workflow rules, use customization features to make changes to the ...