Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, and there are two of them. In Admin Center, click Channels in the sidebar, select Talk and email > Email, then click Edit email templates. Changes go live the moment you save, so take a copy of the current template before you touch it.
Which template do I need to edit?
The HTML template is where appearance lives, and editing it takes real familiarity with HTML and CSS. The plain text template cannot use HTML at all, so you cannot change how it looks, only what information it contains. Which one a recipient sees depends on their mail client, so leaving the text one at its default means a share of your customers reads something you never looked at.
Zendesk publishes an email design cookbook with HTML recipes, which is the sensible starting point rather than writing the frame yourself.
What belongs in the template and what does not
The template is the frame: logo, colours, footer, whether the conversation history appears. Anything that varies by situation belongs in the trigger or automation that sends the message, where you can also use HTML and Liquid, so a change affects one message rather than all of them.
There is no version history and no undo, and the change is immediate. Paste the current template into a document before editing: ten seconds, and it is the difference between reverting and rebuilding. On Enterprise you can test the change in a sandbox first, which is better than both.
Then test in real clients. What looks right in a browser preview does not always survive Outlook, so send to a desktop client, a webmail account and a phone before calling it done.
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