<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Navigating to Email Templates</strong></p><p><strong>- When Email Templates are Used</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1803"><strong>Email Templates</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halocrm/guides/1671" target="_blank" rel="noopener noreferrer">Canned Text vs Email Templates: What's The Difference?</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1677" target="_blank" rel="noopener noreferrer"><strong>Setting Up Email Templates</strong></a> </li></ul><p><br></p><p id="isPasted"><strong><em>Note: This guide covers the base templates that are most commonly used to reference as a starting point. For a comprehensive list, please check out the "<a href="https://usehalo.com/halocrm/guides/2408" target="_blank" rel="noopener noreferrer">Email Templates and their System Use</a>" guide.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Navigating to Email Templates</span></strong></p><p>A list of email templates is available in Configuration > Channels > Email > Email Templates. This will bring up a list of email templates from the "Standard Messages" dropdown. These are our default, out-of-the-box email templates that are tied to different actions within Halo, and what we will be discussing within this guide.</p><p><br></p><p>Each template has an "ID" against it, shown in the left column, followed by a "Description", which is the name of the template for easy reference. We will refer to each template within this guide via its "ID" and "Description".</p><p><br></p><p>These templates can be customised to your company with additions like text, links, and your company logo. If you would like assistance completing this, or have any questions relating to the content of this guide, please contact the support team via <a href="mailto:support@halocrm.io">support@halocrm.io</a>. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjNDFhMGVkLWViNTMtNDg5Ni05OTNjLTI4YWNhZDQ0Y2EwZSJ9.jH5Fi9k4uBuwC_7zswEopf36PUCO8DJtC45jGPdbMg8" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 576.524px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 1. List of email templates.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">When Email Templates are Used</span></strong></p><p>We can now look into when each email template is used. You will notice a majority of these templates include words with a "$" in front of them. These are variables that are added to the template to auto-populate certain information. A list of variables can be accessed via "https://[YOUR HALO URL]<strong>/variables</strong>", and you can learn more about these in the guide on "<a href="https://usehalo.com/halocrm/guides/1947" target="_blank" rel="noopener noreferrer"><strong>$-Variables (Dollar Sign Variables)</strong></a>". </p><p><br></p><p id="isPasted"><strong>ID 1 New Ticket Logged</strong> – This template will be used to send acknowledgement emails to contacts when they log new tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkNzFjNWE5LWNmNzYtNDA4ZS1iNzdkLTQwMmNhY2U1MDA3ZiJ9.NhW8Cyg_6GF3M2tu6avgigor1tF4tIgBRUVPIaXwelo" class="fr-fic fr-fil fr-dib" width="1153" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 2. New Ticket Logged template.</span></strong></p><p><br></p><p>Any contact that is set to receive new ticket acknowledgements will receive an email. This is set in the contact's profile > Preferences tab > Email/Marketing Settings dropdown.</p><p><br></p><p>This can also be enabled/disabled on the customer profile > Settings tab > Email Defaults dropdown > set "New Ticket acknowledgement" to "Send Email" or "Don't Send Email".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4ZTkxYzI5LTgyMGUtNDc2My1iMTFmLWQ1OWFhYmQxNTU3NiJ9.vBbZnifGupThTehv6YkVBJI-oTzLMei4qyPFbdVYHrs" class="fr-fic fr-fil fr-dib" width="1210" style="width: 1212px; height: 570.241px;" height="570"></p><p><strong><span style="font-size: 10pt;">Fig 3. Enabling new ticket logged emails to be sent to a contact.</span></strong></p><p><br></p><p id="isPasted"><strong>ID 11 Ticket Update</strong> – This template will be used when sending an email from a ticket, unless overridden on the action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhYzViMzY0LWRiMmMtNDNmOC1hMzNkLTRjNDNmNWVmNDNiMCJ9.IkfU3SK19jfPljOUcgdieInoJgtej5Z4IhQzhEzfnhI" class="fr-fic fr-fil fr-dib" width="1144" height="572"></p><p><strong><span style="font-size: 10pt;">Fig 4. Ticket Update template.</span></strong></p><p><br></p><p>The default "Reply" action will use this template as any action configured to "Send an Email" will use this. This can be set against an action in Configuration > Processes > Forms > Actions > Defaults tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0M2M2M2Y5LTY2MzItNGUwNC04MTg4LWM3ZjcyMWI3MGE4ZCJ9.TYkvsdJbzhNiKPeJsfklzn8xegPSiOdXq5pkqgniOQ0" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 575.717px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 5. Setting an action to send an email.</span></strong></p><p><br></p><p id="isPasted"><strong>ID 14 Ticket Closed</strong>– This template will be sent to the contact when their ticket is closed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4NWIyMzg1LWNkYmQtNDRiMy1hNDUzLTEyYzRkZGJjMDc4MiJ9.nUNFEw30r5qNzo2x1uz9RkvsLlX--EuNPUU9LQWaD84" class="fr-fic fr-fil fr-dib" width="1136" height="775"></p><p><strong><span style="font-size: 10pt;">Fig 6. Ticket Closed template.</span></strong></p><p><br></p><p>The default "Close Ticket" action will send this template out, as will any action set to "Send an Email" in the same way as <strong>Fig 5</strong> and change the status to "Closed" as below. This is set in Configuration > Processes > Forms > Actions > Details tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlMTgwN2M1LWRhZmEtNDBkNy1iYjlhLWRiMzIwYTRmOTAwMiJ9.Ogn9Q7CKVMGU08RMewf9yIz6QkJKB-8yU1njImLU5BM" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 572.015px;" height="572"></p><p><strong><span style="font-size: 10pt;">Fig 7. Setting an action to change the ticket status to "Closed".</span></strong></p><p><br></p><p id="isPasted"><strong>ID 32 Technician Update</strong> – This is the template used when a notification is configured to send to an agent via email.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2NGY0ODkxLTQ4YjQtNGFjMi05Yjk1LTgyMzIzYmUwMWI2MyJ9.7qEYP3FSMFlaSE_if3ev_vz1obdMFVTeuQmG5ee0WOs" class="fr-fic fr-fil fr-dib" width="603" height="722"></p><p><strong><span style="font-size: 10pt;">Fig 8. Technician Update template.</span></strong></p><p><br></p><p>In Configuration > Processes > Notifications > Notifications, you can create a custom notification with the delivery method of "Send an Email" like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzYjIxMzI2LWFiMjItNGI3ZS1hOWMxLWIzMWU0ZWEyZTUzYiJ9.x-2AB7MV5wCOAGF725BTMJulwmO6tNo4gWlRp0Uhdro" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 575.417px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 9. Notification configured to send an email.</span></strong></p><p><br></p><p>Scrolling to the bottom, this is where you can see this template is being used. This can be changed to another template here if you wish.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NDk5OGQzLWEzODUtNGI3Zi04YzE5LWI0ODIwYjE0Y2I0OCJ9.eX_l2zzqi7pUsE8lhiy2KaXnUbK_DC_wa4FItHR4-Ys" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 574.946px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 10. Technician Update template set on a notification by default.</span></strong></p><p><br></p><p id="isPasted"><strong>ID 80 Welcome Email</strong> – This template will be used when a welcome email is sent to contacts.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMzYxYTU0LTI3OTctNDA1NC1iMzI1LThmN2UzNTY4NmExNyJ9.UprW7nW3uXfX7FNMlloBMaGdIPh4Hh2TrH1N4prKl6c" class="fr-fic fr-fil fr-dib" width="1143" height="665"></p><p><strong><span style="font-size: 10pt;">Fig 11. Welcome Email template.</span></strong></p><p><br></p><p>This can be sent by clicking the "Send Welcome Email" button on the contact's profile. This can also be sent automatically when a contact is created: Configuration > Channels > Self-Service Portal, enable "Send welcome email to new Contacts".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5ZmFiZDI3LTMxNjMtNDg3NS04YjU0LThlYmQ4MjNmMWZiNSJ9.N4jZ5qSgrKB5-bMakC0WKB51qCsQgrrhpiSXwn3jrQ0" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 574.5px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 12. Sending the welcome email manually.</span></strong></p><p><br></p><p id="isPasted"><strong>ID 89 SLA Hold Reminder Message</strong> – This template will be used to send a reminder email to a contact when their ticket is on SLA hold for a certain period.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNWNjMDVjLWE1MTAtNDdmZS1hMmU4LTcwZjBiMGExMjJkNSJ9.eaqnSnBW-BdHUOXZUE5d0lr1gesMeST4Ly27lsqBtoQ" class="fr-fic fr-fil fr-dib" width="1143" height="566"></p><p><strong><span style="font-size: 10pt;">Fig 13. SLA Hold Reminder Message template.</span></strong></p><p><br></p><p>This requires SLA hold reminders to be enabled and configured in Configuration > Processes > Service Level Agreements > General Settings. After enabling the below checkbox, the additional configuration options show underneath will then appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2OWYzY2Q1LTkzM2MtNDNlYy05MWEwLTNiNTM0NmNkNGUwYSJ9.fzreF_vo7IAb2RdoOEa6IjpoR7yO_YkCARxsY0pq70U" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 572.958px;" height="573"></p><p><strong><span style="font-size: 10pt;">Fig 14. Enabling SLA hold reminder emails.</span></strong></p><p><br></p>
