Managing Ticket Email Templates

This article provides a comprehensive guide on customizing email notification templates for various ticket actions within Thulo Cloud, allowing you to tailor communication with your customers and support staff.

Available Ticket Email Templates:

Thulo Cloud offers pre-built email templates for the following scenarios:

• New Ticket Opened (Opened by Staff, Sent to Customer): Informs the customer about a new ticket created on their behalf.
• Ticket Reply (Sent to Customer): Triggers an email to the customer whenever a staff member adds a reply to their ticket.
• Ticket Reply (Opened by Customer, Sent to Staff Members): Notifies staff assigned to the relevant department when a customer replies to their ticket.
• New Ticket Open Autoresponse (When client opens new ticket autoresponse message): Sends an automated response to the customer upon them opening a new ticket (optional).
• New Ticket Created (Opened by customer, sent to staff members): Alerts staff members in the corresponding department about a new customer-created ticket.
• Auto Close Ticket (This email will be sent when cron auto closes the ticket): (Optional) Sends an email notification when a ticket is automatically closed by a CRON job in Thulo Cloud.

Customizing Email Templates:

1. Navigate to Setup in Thulo Cloud.
   

2. Go to Email Templates and then Tickets.
   

3. Select the desired email template you want to modify.

4. Edit the email content according to your needs. You can personalize the message, include relevant information, and customize the sender name and email address.

5. Optional: Disable any email templates you don't want to use by clicking on the corresponding status button.
   

Benefits of Customized Email Templates:

• Improved Communication: Personalized email templates can enhance the customer experience and keep them informed throughout the support process.
• Increased Efficiency: Pre-defined templates save time by providing a starting point for email communication.
• Consistent Branding: Tailor email templates to match your brand voice and messaging for a professional image.

By effectively managing ticket email templates in Thulo Cloud, you can streamline communication, improve customer satisfaction, and ensure efficient workflow within your support team.