Service Creatio, enterprise edition
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This documentation is valid for Creatio version 7.16.0. We recommend using the newest version of Creatio documentation.

Setting up email templates

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:

  • “Case registration notification“ – notifies the customer that the case has been registered in Creatio and is about to be processed.

  • “Case processing notification“ – notifies the customer that the helpdesk team has started processing the case.

  • “Case resolution notification“ – notifies the customer that the case has been resolved.

  • “Case closure notification“ – notifies the customer that the case has been closed.

  • “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.

  • “Case canceling notification“ – notifies the customer that the case has been canceled. This may occur if a case was created by mistake.

  • “Case feedback request notification” – notifies the customer that the case has been resolved and awaits customer feedback and evaluation of the helpdesk performance.

  • “Case update: new message received” – notifies the customer that the case has been updated with a new message on the customer portal.

  • “Empty case email template – used for specialized case notifications.

  • “Template - Portal user registration” – sends an account activation link to the new customer portal user.

  • “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:

  • “Specifying case assignee” and “Case assigned to group” templates are used to send internal notifications to employees about being appointed assignees on cases.

  • “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 btn_system_designer00004.png 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 btn_chapter_content_designer_macros.png 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

User satisfaction scale setup

Case resolution notification setup

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