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.
Typically, email templates are used to send email notifications upon triggering workflow rules and for responding to customer requests. While your support manager will handle the former, you can use email templates for answering tickets.
Note
- By default, support administrator can draft and use email templates.
- Agent(s) with necessary Email and Ticket Template permissions can draft and use email templates in a ticket.
To create a folder and group templates
- Click the Setup icon.
- Click Templates under the Customization menu.
- On the Email Templates page, click Add in the upper-right area.
- Click New Template Folder from the drop menu.
- Specify the details of the Folder.
- Set the visibility permissions. You can choose between: Only me, All agents and Specific agents.
- Click Save.
To create first email template
- Click the Setup icon.
- Click Templates under the Customization menu.
- On the Email Templates page, click Add and then click New Template.
- Enter the Template details accordingly.
- Specify the Module as Tickets. Also, specify your personal folder (as created above) to add this template underneath it.
- Click Insert Placeholders, and then click the type of placeholder that you want to add.
The placeholder will be copied into the email body. - Click Preview to view your email.
- Click Save.
- Now your email template is ready for use.
Applying Template to a Ticket
- You can apply the email template while replying to tickets in Zoho Desk.
- To apply a template in the reply editor
- Open the desiredticket.
- Select Reply, Reply All, or the Forward optionfrom More to open the editor.
- Click the Template icon (
) on the Toolbar.
- Navigate to your folder and select a template in the drop-down menu.
The content from your template will be added to the response.
Starring Email Templates
You can star an email template to make it easier to find and access. Users can star the templates that they want to mark as important and refer to them easily. These templates can be found in the starred section above all other email template folders. Users can reorder them by dragging and dropping them within the starred section.
Note: A maximum of 50 email templates can be starred in a department.
To star an email template
- Open the desired ticket.
- Select Reply, Reply All, or the Forward option from More to open the editor.
- Click the Template icon (
) on the Toolbar.
A list of email templates will open on the right panel. - Hover over a template in the right panel.
- Select Star Template from the More options.
The template can be found under the Starred Templates section.
Note: Click the More icon on a starred template, and then select Unstar Template to remove the star. You can also drag and drop the starred templates to the order you would like to view them under the folder.
Default Email Template
Some information infrequently changes from ticket to ticket. It can be template design, salutation, greetings, or placeholders. In such cases, either the support agent or manager can design a default template with one of these or all of them together and get it pasted into a ticket on reply. This saves a lot oftime and the trouble of re-writing the redundant messages. Please note that setting a template as default will automatically mark it as starred.
To set a template as default
- Open the desired ticket.
- Select Reply, Reply All, or the Forward option from More to open the editor.
- Click the Template icon (
) on the Toolbar.
A list of email templates will open on the right panel. - Hover over a template in the right panel.
- Select Set as default from the More options.
The template will be marked as default and added to the list of starred templates.
Ticket Templates
Ticket templates are used to automatically populate some pre-defined values into the ticket fields while adding a new ticket. It saves a lot of time and effort each time when you add a ticket for customers over the phone. Also, customers can select a ticket template when they submit a ticket from the Help Center. Usually, ticket templates will be created by your support manager based on the requirements.
To apply a ticket template in a ticket
- Click the Tickets module.
- Click the Add icon in the top menu.
- On the Add Ticket page, click Choose Ticket Template at the top of the page.
- Select a template from the drop-down to apply its properties to the ticket.
- Enter the data accordingly for the other fields and click Submit.
Note: Applying a ticket template will overwrite the existing values in a ticket. If you change the templates while working on a ticket, the data that is manually entered in the form fields will be lost while loading the new template.
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