Broadcast Email Template Extension - Zoho Desk Knowledgebase

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 departments at once or set a template as the default for all agents? That's where this extension comes in. The extension conveniently creates a template in more than one department and defaults to it. You can also customize which profiles can access the template in their corresponding departments!

Key Features
  1. Create email templates in multiple departments at once.
  2. Choose to insert the agent's signature and the default happiness rating link into the template.
  3. Set the template as the default in the chosen departments.
  4. Select which profiles can access the template in their corresponding departments.

Installing the Extension
The Broadcast Email Template extension can be installed from the Zoho Marketplace or your Zoho Desk account. To install from Zoho Desk:
  1. Log into your Zoho Desk account with Administrator privileges
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'Broadcast' in the search bar on the right.
  5. Select the Broadcast Email Template extension, and click Install.
  6. On the Confirm Installation page, agree to the terms and conditions and click Install.
  7. On the Broadcast Email Template Installation Setup page, do the following:
    1. Select the Departments and Profiles whose agents can access the extension.
      Additionally, you can choose Agents from the drop-down and specify agents from the chosen departments.
    2. Agree to Terms of Use.
    3. Click Install.
      The extension will be installed for the specified profiles and departments.
  8. Click Authorize in the pop-up window to activate the extension.
  9. Click Create to create the OAuth Client ID for the integration.
  10. Click Accept to allow Zoho Workflow to access your Zoho Desk account data.

Creating Email Template
You can create an email template in more than one department and default to it so that you can quickly reply to customer tickets. Additionally, you can insert the agent's signature and the default happiness rating link into the template.

To create a template:
  1. Click the Setup icon (  ) in the top bar.
  2. On the Setup Landing page, click All under Marketplace.
  3. On the Marketplace page, click Installed Extensions.
  4. Choose Broadcast Email Template from the list of extensions.

  5. On the Extension Details page, click the Preference tab and do the following:
    1. The departments you'd preselected while installing the extension will be listed.
      You can add or remove departments under the
      General Settings tab.
    2. Enter the Template Name.
    3. Enter the content of the email template.
      Note: You can include placeholders by creating the template under Settings > Customization > Email Templates and copy-pasting its contents here.
    4. Toggle the Set template as default option to ON.
      The next time your agents reply to a ticket, it will open with the template content pasted into the reply editor.
    5. Toggle the Insert agent signature option to ON.
      The template will auto-insert the agent's signature of the corresponding department.
    6. Toggle the Insert default link for ratings option to ON.
      The template will auto-insert the happiness rating link customized for the corresponding department.
  6. Click Preview to view how your email template will look.
  7. Click Save to create the template in the chosen departments.

Applying Template to a Ticket
You can apply the email template you just created while replying to tickets.

To apply the template:
  1. Open a ticket to view its details.
  2. Click Reply or Reply All to open the editor.
    Note: The default template will open the editor with the content pasted into it.
  3. Click the Template icon (  ) on the Toolbar.

  4. Select the template from the Email Templates panel.
    The content from the template will be pasted into the reply editor.

Uninstalling the Extension

You can uninstall the Broadcast Email Template extension at any time.
  1. Click the Setup icon (  ) in the top bar.
  2. On the Setup Landing page, click All under Marketplace.
  3. On the Marketplace page, click Installed Extensions.
  4. Choose Broadcast Email Template from the list of extensions.
  5. Click the More icon (  ) in the upper-right corner of the Broadcast Email Template page.
  6. Select Uninstall Extension.
  7. Click Confirm.

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