Editing a PSA email template

PSA administrators can customize email templates using the rich text editor, or by pasting custom HTML code into the editor.

To edit a PSA email template

The default email templates are designed to display correctly in most desktop and mobile email clients. When making changes, try to ensure the correct display is maintained.

  1. Go to Settings > Service desk, and then select Email templates.
  2. Click the pencil icon for the template you want to edit.

  3. Update the template.

    You can include placeholders in templates. Placeholders represent variables, which are populated with the appropriate information when the email is generated. For example, the [SUPPORTUSER] placeholder represents the support engineer to which a ticket has been assigned.

    For a list of available placeholders for each email template, see the individual email information pages.

  4. The default style will be added when the email message is created. To customize the email style, add a style code snippet to the HTML code of the template.

    For example, to set a white background:

    <p style="background-color: #ffffff;"> 
        [EMAIL TEMPLATE CONTENT] 
    </p>
    Click the check mark icon to save your changes.

If you want to reset a template to its default layout and text, you must reapply the default HTML for that template.

For the default template HTML, see the individual email template pages.