To streamline email communication in Freshdesk, the Email Template Management App allows agents to create and manage customizable templates that automatically match specific ticket conditions. This app helps ensure that replies and forwards are consistent and on-brand, saving time while maintaining a cohesive brand identity across communications.
How to Install the Email Template Management App?
To integrate Freshdesk with Email Template Management App,
Login to your support portal.
On the top-right corner, click the Freshworks Marketplace icon and then click Marketplace Apps.
Alternatively, you can go to Admin > Apps to land on the same page.
In the Apps page that appears, search for Email Management Template
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On the Email Management Template page that appears, click Install.
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Your Freshdesk domain and API key will be auto-filled on the Configuration page. Click Authenticate account.
Once the account is linked, under app settings, in the Agent Templates tab, click Create Template
Under the Properties tab, give your email template a name, and set the conditions to which the email template should match the ticket. You can choose a group, ticket type, ticket status, ticket priority, and product. For example, suppose you set the conditions as "Billing" group, "Refund Request" ticket type, "Open" status, "High" priority, and "Sweaters" product. In that case, this specific email template will only be applied when all these conditions are met. Creating multiple condition sets to map each scenario to a unique email template ensures consistent and relevant communication.
In the Content tab, you can add a Header image URL, Email body, Signature, and Footer image URL.
You also can add Custom CSS by enabling the Custom CSS slider
In the Preview and Save tab, you can view the email template you created and make changes if necessary. Click Save to use the template.
How to edit, delete, and set a template as default?
Click the ellipsis icon to the right of an email template and choose to delete, edit, or set the template as the default.
How to insert the email template while responding and forwarding tickets?
Once the installation is complete, you’ll see the Email template icon in your reply and forward email editors. Click the icon to open the Email templates slider.
In the Email templates slider, you can view all the templates that match the ticket based on the conditions you’ve set. For example, if the condition is Group is Escalations, only templates that match the condition will show up. Choose the template that you want to use for the email.
Choose the template and click Insert to add the template to the ticket.
