Email templates

NetSupport ServiceDesk enables you to create a library of customised email templates. These provide a useful mechanism for issuing automated notifications to users in a number of different scenarios. For example, when changing the person that an item is assigned to or when you want to escalate the status of a problem. The rules for where to send a particular template are set in the Admin - Notifications option and, if creating an email for escalation purposes, you also need to set criteria in the Admin - Workflow option.

Note: Email templates can also be used when sending an email from an Incident, Problem or Change Request. You can set these emails to automatically load an email template by selecting the required template from the Default Template drop-down list in the Outgoing email settings.  

To create an email template

  1. Select the Admin tab and click the Templates icon in the Email section of the toolbar. A list of existing templates appears. You can edit an item by clicking Edit next to the required template.

  2. Click New Template in the toolbar.

  3. By default, the template is available for notifications, Incidents, Problems and Change Requests. Clear the options you don't want the template to be available for.

  4. Enter a brief description for the template, the name of the sender and the subject.

  5. Enter the content of the email. Choose whether to send this in HTML or plain text format.

  6. A selection of variables can be included in order to personalise the email. If you are sending in HTML, you can insert the required variables by selecting them from the Variables drop-down list.

  7. Click Save.

See also:

Email variables