KDesk Email Templates

KDesk email notifications use one system-managed layout for all outbound mail. Admins manage the shared look and feel in Team Settings > Email Branding Settings, while per-notification checkboxes decide which ticket fields appear in each email type. There is no raw HTML editor in the current flow.

What Changed

The old template editor has been replaced with a structured branding screen. This keeps email rendering consistent across Gmail, Outlook, and mobile clients, and it prevents layout breaks caused by user-authored HTML.

Area	Purpose
Global branding	Defines the logo, company name, sender name, colors, font preset, header text, footer text, and optional contact block.
Per-email visibility	Controls which ticket fields are shown for each notification type.
Live preview	Shows how the current settings render before they are saved.
Send test email	Sends a sample message using the selected branding and rendered HTML preview.
Reset to default	Restores the system email layout and default field visibility.

Branding Settings

Workspace admins can configure a single branded email profile for the whole team. The settings are intentionally limited to safe inputs so the system can keep the layout stable.

Setting	Notes
Logo	Uses the workspace logo asset already managed in KDesk.
Company name / sender name	Plain text only. Used in the email header and sender identity.
Primary / secondary color	Restricted to safe hex values.
Font family	Restricted to a preset list of email-safe fonts.
Header text	Optional plain-text message above the body.
Footer text	Optional plain-text message at the bottom.
Contact info block	Optional email, phone, website, and address block in the footer.

Field Visibility

The field visibility editor uses a dropdown to switch between notification types. Each notification type can independently show or hide the following fields:

• Ticket ID
• Ticket title
• Ticket status
• Requester name
• Assigned user
• Company name
• Action button

This keeps the email content predictable without giving users full HTML control. KDesk renders the layout server-side using inline styles and table-based structure so the output stays compatible with major mail clients.

Notification Types

Notification	When it is sent
New ticket email	Sent when a ticket is created.
Ticket update email	Sent when a ticket changes status or assignment.
New comment email	Sent when a new comment is posted.
Ticket assignment email	Sent when a ticket is assigned to a user or group.
Form assignment email	Sent when a form is assigned.

Available Variables

The current system supports a focused set of variables for ticket notifications. These are rendered safely and validated before the email is sent.

Variable	Value
{{ticket_id}}	Unique ticket identifier.
{{ticket_title}}	Ticket title or subject.
{{ticket_status}}	Current ticket status.
{{requester_name}}	Name of the requester or contact.
{{assigned_user}}	Assigned user or group name.
{{company_name}}	Workspace or company name.

Preview and Testing

The Email Branding Settings page includes a live preview panel so admins can see the current layout as they adjust branding, colors, and field visibility. A test email action is also available to validate the final rendered message before rolling the changes out broadly. The send dialog mirrors the rendered HTML preview instead of only showing the plain-text body.

Compatibility and Safety

KDesk strips unsafe input, limits colors and fonts to safe values, and keeps styles inline so the message remains resilient across Gmail, Outlook, and mobile email clients. The email branding settings do not affect inbound channel mail handling.

Extensibility

An advanced mode flag is reserved for future notification-type overrides. The current implementation keeps it disabled by default so the core layout stays stable while the platform evolves.