Hello everyone,

Is there a way to change the mail that's send to the users who send in a ticket? Like using HTML code to make the mail body more user friendly?
Like using <hyperlink>Click here to view your ticket.</hyperlink>

Any help is appriciated!

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actually is not possible to use HTML in the service desk emails.
If I recall correcly I saw alredady a topic about that on http://kace.uservoice.com that you could vote. (or create a new 'idea' if you do not find it)

To customize the emails that Service Desk sends you need to go to : Service Desk -> Configuration -> Queues -> your queue -> [Customize Emails]. You can find the [Customize Emails] under the Emails on Events section.

Kind regards,
 Marco - StockTrader
Answered 12/08/2014 by: StockTrader
Red Belt

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Here is basic email response.

Notice the html tokens in bold. You can look these up on kace support that's what use when automatic reply's go out.



Dear $ticket_submitter_name;

Thank you for contacting $helpdesk_name.  We have created a [$ticket_number] for future reference of this problem.  If you would like to add additional information to this issue, please reply to this email without changing the subject.

In the meantime, we encourage you to visit the $userui_url. This site contains an extensive knowledge base where you may be able to find the answer to this issue as well as search on other topics of interest.

In the future if you need additional support you can access the web portal at $userui_url.



Answered 12/08/2014 by: mikesharp1
Second Degree Black Belt

  • Old thread, but I have a question about the above comment. I'm using a very similar format to this, BUT on the [$ticket_number] field, it's coming back as TICK:000whatever. How would I change that to just say the actual ticket number, without the TICK: before it?
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