Overview

All automated emails in the helpdesk can be personalized according to the needs of an organization. With the availability of different language phrases, it becomes handy to modify the content of automated emails such as autoresponder, registration email, survey email, etc.

This article details the use of available language phrases to customize the various types of Automated Email text.

Information

Modifying Language Phrases

Language phrases of a particular language can be modified as follows:

1. Navigate to admin Interface > Languages > Search. 
2. Enter the text (of an automated email) that you want to search for or its identifier.
3. Select the type and language within which you want to search the query, and click search.
4. On search, you will get a page with two Text Areas:
   • The Upper Text Areas will show the original content of the searched language phrase which cannot be edited.
   • The Lower Text Area will also show the same content (if it is not modified before).
5. Enter/update the content in the Lower Text Area and click Update.
   

The Language Phrases associated with various types of automated email messages which could be customized are listed below.

Registration email

The users receive a registration email with their profile details (including their password), once they register. There are two different registration emails:

• One that is dispatched when a user registers from the Client Interface manually.
• The other one is when a client has registered automatically when they submit a ticket for the very first time.
• The two different language phrases are listed below:

registersuccessemail	is used when a user registers from the Client Interface.
registerwelcomeemail	is used when a user has registered automatically in the help desk when they submit a ticket for the first time.

 

Autoresponder email 

It is dispatched as an acknowledgment to the ticket creator confirming the receipt of the ticket in the help desk. Autoresponder email phrases include:

• arintro
• arsubfooter
• arfooter 

Survey email

The Survey email is sent to the user asking for their rating and feedback when their ticket is moved to Closed status (provided Send satisfaction survey email option is enabled, under Admin Interface > Tickets > Statuses > Closed > Options).

Languages phrases used in Survey email are:

• surveyintro
• surveydescription1
• surveydescription2
• surveydescription3
• surveycta
• surveysubfooter
• surveyfooter 

Auto Close email

Auto Close mechanism is used to update the customers informing them that you are waiting for their response on the respective ticket, and further, to mark the ticket as resolved after defined hours. If you have an active Auto Close rule in your help desk, your users will receive ticket inactivity (Auto Close pending) and closure (Auto Close final) notification emails respective to rule criteria.

 

Auto Close Pending

Language phrases include:

• acpendingintro
• acpendingsubfooter 

 

Auto Close Final

The final language phrases include:

• acfinalintro
• acfinalsubfooter 

 

Registration required email

It is sent if you have enabled Registration Required option under Email Queue settings for an email queue (Admin Interface > Email Parser > Email Queues > select the email queue > Ticket Options). Language phrases used in this email are:

• regemailrejectintro
• regemailrejectsub
• regemailrejectfooter

Note: For information about modifying the variables included in automated emails, please refer to the article on customizing notification email templates.