Communication Templates on KDesk

A quick guide on how email templates work in KDesk, as well as some samples for assistance.

Introduction

KDesk is built for customized platform communications that teams can use to properly brand their outgoing messages, while still having an integrated system for user experiance. KDesk offers options for email templating in various different scenarios.

Email Templates

Email templates (found in settings) can be used by a team owner or administrator to provide HTML based emails as responses to ticket events such as updates, assignments, comments, and more. Each template has Subject and HTML content. Subject is plaintext, while the email body supports basic HTML and CSS. Please note that for inbound and outbound email channels to work, you must have

Use placeholders to inject live values. See a table of placeholders below. Please note that not every placeholder is available on all event types, so use the built in placeholder inserter to determne what is eligible for your particular template.

Sample HTML Template

New Ticket Template

Subject

New Ticket - $ticketTitle - ##$ticketNumber##

HTML

<h2>We’ve received your ticket: $ticketTitle</h2>
<p>Ticket #$ticketNumber was created on $ticketCreated.</p>
<p>Status: <strong>$ticketStatus</strong> | Priority: <strong>$ticketPriority</strong></p>
<p>You can view it here: <a href="$ticketLink">$ticketLink</a></p>
<p>Thank you,<br/>$teamName Support</p>