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:
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Navigate to Setup in Thulo Cloud.
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Go to Email Templates and then Tickets.
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Select the desired email template you want to modify.
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Edit the email content according to your needs. You can personalize the message, include relevant information, and customize the sender name and email address.
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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.