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Templating in outgoing emails allows you to personalize content by embedding dynamic expressions like {{ .Recipient.FullName }}. These expressions reference fields from the conversation, contact, recipient, and author objects and dynamically insert the appropriate information when the email is sent.

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Outgoing Email Template Expressions

If you want to customize the look of outgoing emails, you can do so in the Admin → Templates → Outgoing Email Templates section. This template will be used for all outgoing emails including replies to conversations, notifications, and other system-generated emails.

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Available Variables

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Conversation Variables

VariableValue
{{ .Conversation.ReferenceNumber }}The unique reference number of the conversation
{{ .Conversation.Subject }}The subject of the conversation
{{ .Conversation.Priority }}The priority level of the conversation
{{ .Conversation.UUID }}The unique identifier of the conversation

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Contact Variables

VariableValue
{{ .Contact.FirstName }}First name of the contact/customer
{{ .Contact.LastName }}Last name of the contact/customer
{{ .Contact.FullName }}Full name of the contact/customer
{{ .Contact.Email }}Email address of the contact/customer

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Recipient Variables

VariableValue
{{ .Recipient.FirstName }}First name of the recipient
{{ .Recipient.LastName }}Last name of the recipient
{{ .Recipient.FullName }}Full name of the recipient
{{ .Recipient.Email }}Email address of the recipient

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Author Variables

VariableValue
{{ .Author.FirstName }}First name of the message author
{{ .Author.LastName }}Last name of the message author
{{ .Author.FullName }}Full name of the message author
{{ .Author.Email }}Email address of the message author

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Example outgoing email template

Dear {{ .Recipient.FirstName }},

{{ template "content" . }}

Best regards,
{{ .Author.FullName }}
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Reference: {{ .Conversation.ReferenceNumber }}

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Important: How templates work with your responses

When this template is set as default, it automatically wraps around your ticket responses. The {{ template "content" . }} placeholder is where your response text will be inserted.

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What this means for you:

  • DO NOT include greetings (like “Hello” or “Dear Customer”) in your response
  • DO NOT include sign-offs (like “Best regards” or your name) in your response
  • ONLY write the main body of your message

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Example of CORRECT usage:

When you write in the response field: 
Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed.
The customer receives: 
Dear John,

Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed.

Best regards,
Sarah Smith
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Reference: TKT-2024-001

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Example of INCORRECT usage (creates duplication):

When you write in the response field: 
Hello John,

Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed.

Best regards,
Sarah
The customer receives (with unwanted duplication): 
Dear John,

Hello John,

Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed.

Best regards,
Sarah

Best regards,
Sarah Smith
---
Reference: TKT-2024-001

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Working with different templates

If your organization uses a different template structure, adjust your response accordingly. For example:
  • A template with no greeting would require you to include your own
  • A template with only {{ template "content" . }} and nothing else would require you to write complete emails
  • Always check your active template configuration to understand what’s automatically included
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