Customizing Email Templates Sent to Ticket Owners

Modify the automatic notification emails sent to ticket owners or agents after various ticket-related events occur. 
Tips:
  • View a step-by-step tutorial for using an HTML editor to add text to email templates. 
  • Add placeholders to your templates to automatically include content that references existing information. For example, you could include the first name of your customers in every automatic reply.
  • You can add dynamic text that changes based on a ticket's custom field values.

To edit the email templates sent to ticket owners:

  1. In the Wix Answers app, go to Settings > Tools > Email Templates.
  1. (Optional) Select a language next to Email Templates in.
    Note: Changing a template in one language does not update it in other languages. 
  2. Click the toggle  next to the relevant template to enable or disable it. 
    Note: This option is not available for all templates.
  3. Click Edit next to the relevant Ticket Owners email template:
    • Ticket Submitted: Sent to the ticket owner after they submit a new ticket.
    • Ticket Replied: Sent to the ticket owner after an agent replies to their ticket.
    • Ticket Replied by Customer: Sent to the ticket owner and the ticket's recipients when a customer replies to the ticket via the Customer Portal.
    • Ticket Resolved: Sent to the ticket owner after an agent sends a reply, clicks Send & End Session, and selects the Solved status.
      Note: If you don't have the One Inbox ticketing system in your account, customers receive this template when team members send their replies by clicking Send & Resolve. In this case the template includes a "Was this reply helpful?" question that customers can respond to. 
    • New Ticket Created by an Agent: Sent to the ticket owner when an agent sends a new ticket to them via email.
    • Ticket Assigned to Group: Sent to group members after a ticket is assigned to their group.
    • Ticket Assigned to Agent: Sent to the agent after a ticket is assigned to them.
    • Satisfaction survey for email: (If you've enabled CSAT) Sent to the customer when an agent resolves their ticket.
    • Notification to Ticket Followers on New Reply: Sent to ticket followers after a customer or agent replies to the ticket.
    • Group Mentioned in Ticket: Sent to group members if the group is mentioned in an internal note.
Note:
Click Revert to Default if you want to change the template back to its default state. 
  1. Enter your Email Subject text.
    Note: Click the Placeholders icon  to add dynamic text. 
  2. Edit the Email Body HTML on the left panel to change the content of the email.
    Note: Click the Placeholders icon  to add dynamic text.
Tip:
Preview changes you make to the Email Body HTML in the panel to the right. 
  1. Click Save. 

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