How can I modify emails sent by HESK?
HESK version 2.7.0 (and newer) has a convenient tool to edit email templates from the admin panel instead:
Admin panel > Tools > Email templates
Note: Guide for modifying email subjects is here.
Email templates must be saved as UTF-8 encoding! If your text editor doesn't support saving in UTF-8, you can try the free Notepad++.
» The short version:
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Email templates are inside language/en/emails/
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Special tags that can be used in templates are listed in a table below.
» A Step-by-step guide:
You can easily customize or translate email messages sent by HESK by modifying email templates.
Open the HESK language/en/emails folder. You will find several email templates there in plain text files:
| FILE | TEMPLATE FOR |
| category_changed.txt | email sent to notify staff when a ticket category is changed |
| forgot_ticket_id.txt | email reminder sent if someone forgot (lost) their ticket tracking number |
| new_pm.txt | you received a new private message (mail) from another staff member |
| new_reply_by_customer.txt | email sent to staff (you) when a customer replies to a ticket |
| new_reply_by_staff.txt | email sent to the customer after staff responds to a ticket |
| new_ticket.txt | email confirmation sent to the customer when he/she submits a new ticket |
| new_ticket_staff.txt | email sent to staff notifying them of a new ticket being submitted |
| ticket_assigned_to_you.txt | email sent to staff when a new ticket is assigned to them |
| new_note.txt | email sent to staff when someone adds a note to a ticket assigned to him/her |
Simply open and edit email templates in a text editor and upload them over the original files.
When editing emails you can use these special tags and HESK will replace them with corresponding values before sending out emails:
| SPECIAL TAG | WILL BE REPLACED WITH |
| %%NAME%% | customer name |
| %%EMAIL%% | customer email (since version 2.5.0) |
| %%SUBJECT%% | ticket subject |
| %%MESSAGE%% | ticket (reply) message |
| %%CREATED%% | date and time of ticket submission |
| %%UPDATED%% | date and time of ticket last update |
| %%TRACK_ID%% | ticket tracking ID |
| %%TRACK_URL%% | ticket URL address |
| %%SITE_TITLE%% | your website title |
| %%SITE_URL%% | your website URL address |
| %%CATEGORY%% | ticket category |
| %%OWNER%% | staff member assigned to the ticket |
| %%PRIORITY%% | ticket priority |
| %%STATUS%% | ticket status |
| %%ID%% | sequential ticket ID |
| %%CUSTOM1%% ... %%CUSTOM20%% |
value of custom field 1 (or custom field 20 in the second case). |
Note: file new_pm.txt (new private message received) supports only these tags:
%%NAME%% - name of the staff member who sent the PM
%%SUBJECT%% - subject of the PM
%%MESSAGE%% - message (since version 2.5.0)
%%TRACK_URL%% - URL of the PM
%%SITE_TITLE%% - website title
%%SITE_URL%% - website URL
