Email templates
Email templates control the emails Helpdesk sends on your behalf — the confirmation a customer gets when they write in, the notification when an agent replies, and the branded wrapper around every message. You edit them per brand under Settings → Channels → Email Ticketing → your brand → Templates.
Placeholder variables
Templates use placeholders — tokens that are filled in with the real ticket’s details when the email goes out. Insert them from the picker; they’re grouped by category. Common ones include:
| Placeholder | Fills in |
|---|---|
{{ticket.subject}} · {{ticket.url}} · {{ticket.id}} | The ticket’s subject, link, and number |
{{requester.name}} | The customer’s name |
{{agent.name}} · {{assignee.name}} | Who’s replying / who owns it |
{{brand.name}} · {{workspace.name}} | Your brand and workspace |
{{content}} | The body of the reply |
{{kb_link}} | A link to your help center |
The branded wrapper also exposes styling tokens — {{logo_url}}, {{primary_color}}, {{footer_text}}, and more — so the shell matches your brand.
Preview before you save
You can preview a template against a real ticket to see exactly how the placeholders resolve, so there are no surprises in the customer’s inbox.
Working with the AI agent
If AI reply generation is on for a brand, the AI drafts the reply copy; your template still controls the surrounding wrapper and branding.