Customising email templates

The email template is the frame around every message you send. Changing it affects all of them at once.

The email template is the frame around every message you send. Changing it affects all of them at once.

Edit it

1. Open Admin Center, then Channels, then Talk and email, then Email.
2. Find the email template.
3. Edit the HTML version and the plain text version.
4. Save and send yourself a test.

Both versions, always

Zendesk sends both, and the recipient's mail client picks. Changing only the HTML leaves a proportion of your customers reading the old wording, and you will not see it in your own inbox.

What belongs in the template

• Your logo and colours.
• A footer with the essentials.
• Whether the conversation history is included.

What does not belong is anything that varies by situation. That goes in the triggers, so a change affects one message rather than every message.

Keep a copy before editing

There is no version history and no undo. Paste the current template into a document first. Ten seconds, and it is the difference between reverting and rebuilding from memory.

Test in real clients

What renders correctly in a browser preview does not always survive Outlook. Send to a desktop client, a webmail account and a phone before considering it finished.

See also

• Formatting email notifications with Liquid
• Adding an agent signature
• Dynamic content for multilingual replies
• Archiving email notifications
• Can I edit the email template
• Can I put custom field values in an email notification