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Email Templates Guide
Aaron edited this page Oct 18, 2017
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osTicket relies on predefined templates when sending out auto responses, notices and alerts. Each template has a set of variable placeholder as shown below.
To use the Variables, configure these Email templates or Canned Responses.
Admin Panel -> Emails -> Templates -> Select a Set, eg: osTicket Default Template (HTML)
Now you can change the template used to create email notices from the list
| Variable Name | Output |
|---|---|
| %{ticket.id} | Ticket ID (internal ID) |
| %{ticket.number} | Ticket number (external ID) |
| %{ticket.email} | Email address |
| %{ticket.name} | Full name |
| %{ticket.subject} | Subject |
| %{ticket.phone} | Phone number |
| %{ticket.status} | Status |
| %{ticket.priority} | Priority |
| %{ticket.assigned} | Assigned staff and/or team |
| %{ticket.create_date} | Date created |
| %{ticket.due_date} | Due date |
| %{ticket.close_date} | Date closed |
| %{ticket.auth_token} | Auth. token used for auto-login |
| %{ticket.client_link} | Client's ticket view link |
| %{ticket.staff_link} | Staff's ticket view link |
| %{recipient.ticket_link} | Auth.token used for user-login and Agent's ticket view link |
| Initial Variable | Context |
|---|---|
| %{ticket.topic} | Help topic |
| %{ticket.dept} | Department |
| %{ticket.staff} | Assigned/closing staff |
| %{ticket.team} | Assigned/closing team |
| %{ticket.name.first} | First Name of Agent |
| %{ticket.name.last} | Last Name of Agent |
| %{ticket.name.full} | First Last |
| %{ticket.name.short} | First L. |
| %{ticket.name.shortformal} | F. Last |
| %{ticket.name.lastfirst} | Last, First |
| %{ticket.thread.original | Original Message |
| %{ticket.thread.lastmessage | The last message received |
| %{ticket.thread.entry.poster} | Poster of entry to thread |
| %{ticket.thread.entry.create_date} | When the thread was created |
| Variable | Context |
|---|---|
| %{message} | Incoming message |
| %{response} | Outgoing response |
| %{comments} | Assign/transfer comments |
| %{note} | Internal note (expandable) |
| %{assignee} | Assigned staff/team |
| %{assigner} | Staff assigning the ticket |
| %{signature} | Staff/Dept signature (selection) |
| %{url} | osTicket's base url (FQDN) |
| %{reset_link} | Reset link |
Please note that only known (supported) variables are substituted. Non-base variables depends on the context of template type to which they are used.
That is a cryptic way of saying: Task variables won't work in Ticket templates, and %{message} won't work for Replies.. etc.
- New Ticket Auto Response: Autoresponse sent to user/client on new ticket if enabled. Meant to give the user the ticket ID which can be used to check the status of the ticket.
- New Message Auto Response: Confirmation sent to user when a new message is appended to an existing ticket. This can be emailed or web-based replies.
- Over Limit Notice: Ticket denied notice. This is a one time notice sent when the user has reached the max allowedopen tickets defined in preference section. Reasonable limit helps control spam and possible email flood loops.
- Ticket Response/Reply: Message template used when responding to a ticket or simply alerting the user about a response/answer availability.
- New Ticket Alert: Alert sent to staff on new ticket.
- New Message Alert: Alert sent to staff when user replies to an existing ticket.
- New Internal Note Alert: Alert sent to selected staff ( if enabled) when an internal note is appended to a ticket.
- Assigned Ticket Alert: Alert sent to staff on ticket assignment.
- Overdue/Stale Alert: Alert sent to staff on stale or overdue tickets.
- New Activity Notice Template used to notify collaborators on ticket activity (e.g CC on reply)
- New Message Auto-response Confirmation sent to user when a new message is appended to an existing ticket.
- New Ticket Auto-reply Canned Auto-reply sent to user on new ticket, based on filter matches. Overwrites "normal" auto-response.
- New Ticket Auto-response Autoresponse sent to user, if enabled, on new ticket.
- New Ticket Notice Notice sent to user, if enabled, on new ticket created by an agent on their behalf (e.g phone calls).
- Overlimit Notice A one-time notice sent, if enabled, when user has reached the maximum allowed open tickets. -Response/Reply Template Template used on ticket response/reply
-Internal Activity Alert Alert sent out to Agents when internal activity such as an internal note or an agent reply is appended to a ticket.
- New Message Alert Alert sent to agents, if enabled, when user replies to an existing ticket.
- New Ticket Alert Alert sent to agents, if enabled, on new ticket.
- Overdue Ticket Alert Alert sent to agents on stale or overdue tickets.
- Ticket Assignment Alert Alert sent to agents on ticket assignment.
- Ticket Transfer Alert Alert sent to agents on ticket transfer.
- New Activity Alert Alert sent to selected agents, if enabled, on new activity.
- New Activity Notice Template used to notify collaborators on task activity.
- New Task Alert Alert sent to agents, if enabled, on new task.
- Overdue Task Alert Alert sent to agents on stale or overdue task.
- Task Assignment Alert Alert sent to agents on task assignment.
- Task Transfer Alert Alert sent to agents on task transfer.