Content

Email templates for Helpdesk

Templates

This how-to is based on a video tutorial which you can find Here

To make handling tickets even easier, you can create email templates.

There are few ways to get to email templates. 

You can either o from the More button on the top menu

  Easy Redmine 2018 Help Desk Templates 01.jpg  

or from helpdesk. After you get in, you will see this page:

Easy Redmine 2018 Help Desk Templates 02.jpg

To make a new template click on the green button on the right.

Here you can see hot the page for creating a new template looks like.

You will be able to choose to what mailbox the template belongs to and for which status it will appear.

Easy Redmine 2018 Help Desk Templates 03.jpg

Now on how to use the template.

when a customer sends you an email, it will transform into a ticket. You will see the external email in the ticket header.

Easy Redmine 2018 Help Desk Templates 04.jpg

After you update the ticket you have to check a checkbox.

Easy Redmine 2018 Help Desk Templates 05.jpg

After clicking Save you will land on this page:

Easy Redmine 2018 Help Desk Templates 06.jpg

On top you can choose from the templates, you can edit email sender, recipient or add a CC

You are also able to add any type of attachment.

After clicking the Send email button, the system will confirm that the email was sent successfully.

Note: Automatic email notifications are sent only when creating a new ticket but not when updating it.

Easy Redmine 2019 Free Trial

Full-featured, 30 Days, SSL protected, Daily Backups, In your Geo Location

or