The text of automatic email notifications is generated according to templates. Case notification templates are available in the [Email templates] lookup. Creatio uses a separate template for each type of notification. For example, the [Case closure notification] template is used to notify the user that the case has been closed.
Creatio uses the following templates for sending notifications to customers:
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“Case registration notification“ – notifies the customer that the case has been registered in Creatio and is about to be processed.
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“Case processing notification“ – notifies the customer that the helpdesk team has started processing the case.
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“Case resolution notification“ – notifies the customer that the case has been resolved.
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“Case closure notification“ – notifies the customer that the case has been closed.
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“Confirmation of closing request” – notifies the customer that the case has been closed when the customer did not reply to the question of the support operator.
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“Case canceling notification“ – notifies the customer that the case has been canceled. This may occur if a case was created by mistake.
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“Case feedback request notification” – notifies the customer that the case has been resolved and awaits customer feedback and evaluation of the helpdesk performance.
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“Case update: new message received” – notifies the customer that the case has been updated with a new message on the customer portal.
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“Empty case email template – used for specialized case notifications.
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“Template - Portal user registration” – sends an account activation link to the new customer portal user.
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“Link for password recovery” – sends a link to password recovery page to the customer portal user.
Creatio uses the following templates for sending notifications to helpdesk agents:
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“Specifying case assignee” and “Case assigned to group” templates are used to send internal notifications to employees about being appointed assignees on cases.
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“Creating new email for case” – notifies the assignee that the case has been updated with a new email message.
You can edit the list of available templates and their contents in the [Email templates] lookup.
To set up an email template:
1.Open the system designer by clicking the 
button.
2.Open the [Lookups] section.
3.In the lookup list, select the [Email templates] lookup and click [Open].
4.In the list, select a template and click [Edit].
5.In the displayed content designer window, edit the text of the email.
6.If required, add macros to the template, for example, the #Number# macro to specify the incident number in the message. To do this, click the 
button and select the [Standard macros] action. If there is no required macro in the list of pre-installed macros, use the [Custom macro] action and set up the required macro.
Note
For users of Creatio version 7.13.2 and below, the command names are different. The command for selecting standard macros is called [Select macros], and the [Select column] command is used to create a custom macro.
See also
•Set up contact case notification rules
