Plan requirement
| Subscription | Any plan |
| Access | Admin |
The email template is the frame around every message you send. Changing it affects all of them at once.
Edit it
- Open Admin Center, then Channels, then Talk and email, then Email.
- Click Edit email templates.
- Edit the HTML version and the plain text version.
- Save and send yourself a test.
Two placeholders must survive your edit. {{content}} is the message itself, and {{delimiter}} is the line separating the new reply from the quoted history. Delete {{content}} and every notification on the account goes out empty. {{delimiter}} has to sit before {{content}}, and it is only required in the HTML version: in the plain text template {{content}} already carries the delimiter text.
It does not cover followers
Nearly every message, then, rather than all of them. Notifications to followers take their subject and body from their own fields under ticket settings, so a rebrand here leaves those looking the way they did. See Customising notifications for CCs and followers.
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.
If you support more than one language, use {{txt.email.delimiter}} rather than typing the delimiter line yourself. It draws on the translations for the languages your account supports, so a Dutch customer gets a Dutch instruction instead of an English one in an otherwise Dutch message.
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.
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