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How to create an Email Template

Last Updated: 2022/05/04

Email templates are integral when it comes to sending emails out from SwiftCase, this guide will cover the basics of creating your first email template.

Creating an Email Template

  • Go to the sidebar->Admin->Email->Email Templates.
  • This will take you to the Email Template page.
  • Click on the '+ Create Template' button.
  • This will take you to the Create Email Template page.
  • Add a 'Template Name' and the 'Subject' of the email template.
  • If the Email Template should only be able to send from a workflow, check the 'Is this a workflow only Template?' checkbox.
  • Then select the workflow that the email template should be visible from in the 'Only Visible in the following workflow:' drop-down box.
  • If the email template should only be visible and able to send from a specific workflow, select that workflow from the 'Only Visible in the following workflow:' drop-down box.
  • Add the text you want to appear on the email in the blank box.
Create Email Template Page
  • In the 'Insert Task Information Tag' drop-down box, there are User, Question, Task, and File Tags to copy and paste into your email template.
  • Tags are used to generate and display information from the Task - allowing each email to be customisable to the recipient/subject.
Question tags

Example Email Template

Template Content

This email template will:

  • Address the Client Staff
  • Tell them the Expert that has been assigned to solve their ticket
  • Give them the URL of the ticket
  • Give them the Ticket Reference Number
  • Give them the Experts Email
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