Plan requirement
| Subscription | Any plan |
| Access | Admin |
Email templates carry the frame around every message. Liquid there decides what appears for whom, across your whole account.
Where the template lives
- In Admin Center, click Channels in the sidebar.
- Select Talk and email > Email.
- Click Edit email templates.
- Change the HTML template, then the plain text template.
- Click Save.
Both versions are sent with every email and the recipient's mail client picks one, so changing only the HTML leaves half your recipients on the old wording. Saved changes apply to outgoing email immediately, with no staging step in between.
What Liquid is used for there
- A brand's logo and colours, switched on the ticket's brand.
- A footer per language.
- Legal text that only applies to some markets.
- Hiding the thread in some circumstances and showing it in others.
The template applies to everything
This is what makes it powerful and what makes a mistake expensive. A broken condition in the template affects every notification your account sends, from every trigger, immediately.
Keep a copy of the working template before you edit it. There is no version history. The Revert to default button above each template restores Zendesk's default, not the version you had this morning, so it rescues you from a broken template and not from a lost customisation. A copy in a document takes ten seconds.
Test in real mail clients
What renders correctly in a browser preview does not always survive Outlook. Send to at least a desktop client, a webmail account and a phone before you consider it done.
Change it rarely
The template is infrastructure. Wording that varies per situation belongs in the triggers, so that a change affects one message rather than all of them.
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