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:
Email templates are inside language/en/emails/
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:
|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|
|%%EMAIL%%||customer email (since version 2.5.0)|
|%%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|
|%%OWNER%%||staff member assigned to the ticket|
|%%ID%%||sequential ticket ID|
|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