Edit email templates and the company footer
Settings > Email > Email Templates holds the Subject and Body for every system-triggered email, and Signature & Footer builds the company-wide footer and decides how it interacts with a sender's own personal signature.
What you will have
- Find the Email Templates list and know what its Name, Key, and Status columns mean.
- Edit a template's Subject and Body using the merge variables reference, and know templates can be edited but never added or deleted.
- Know what Send Test and Test All actually do, and who receives the test email.
- Find Signature & Footer and know what each of the four Footer Behavior modes does.
- Build the company footer with Layout, Style, and Fields, and read the Live Preview.
Why it works this way
Send Test and Test All never accept an address you type in - they always email your own signed-in account, through the same helpdesk mailbox every other support email sends from. This walkthrough explains that behavior from the send route's own code rather than firing a real email during capture.
Email templates are permanently seeded: the portal's code looks each one up by a fixed slug, so there is deliberately no way to add a new one or delete an existing one - only its Subject, Body, and Active state are yours to change.
Steps
Open Settings > Email > Email Templates and look at the list.
Every system-triggered email lives here - ticket notifications, CSAT surveys, quote-comparison invitations, security alerts, Microsoft connection warnings, and more. The list sorts by Name, Key, or Status; Key is the fixed slug the code looks up internally, and Status shows Active or Inactive.
Open Settings > Email > Email Templates and look at the list. Click a template's row to expand its editor.
Expanding a template reveals its Subject field and Body editor, both editable, an Active toggle, and Send Test and Save Template buttons. There is no Delete button anywhere on this panel.
Click a template's row to expand its editor. Click Show Merge Variables to see every placeholder available.
The reference panel lists every merge variable the template system supports - things like {{ticket_number}}, {{client_name}}, and {{signature}} - with a one-line description of what each fills in. The same full list shows regardless of which template is expanded; a template only actually uses the ones relevant to it.
Click Show Merge Variables to see every placeholder available. Click HTML Source to edit the Body as raw HTML instead of the visual editor.
Visual Editor and HTML Source are two views of the same Body field - switching between them never changes the content, only how you edit it. HTML Source is useful for pasting a fully designed template or checking exact markup.
Click HTML Source to edit the Body as raw HTML instead of the visual editor. Edit the Subject and click Save Template.
The Subject field accepts plain text and merge variables together, like this template's own "Re: {{subject}} - Ticket Update". Saving updates the template immediately for the next email that uses it.
Note: This walkthrough reverted the Subject back to its original text and saved again in the same session; Ticket Update's real subject line is unchanged.Edit the Subject and click Save Template. Toggle Active off and click Save Template to deactivate a template.
An inactive template is skipped by whatever event would normally send it. The template stays in the list, still editable, ready to switch back on at any time.
Note: This walkthrough switched Ticket Update back to Active and saved again immediately after this shot; real ticket-update emails on this tenant were not left disabled.Toggle Active off and click Save Template to deactivate a template. Know what Send Test and Test All actually do.
Both routes render the template (or, for Test All, every template, active or not) against sample data and email the rendered result to your own signed-in address, through the same helpdesk mailbox function every other support email sends from - never to a client, and never to an address you type in. On an instance whose outbound mail is suppressed, the result honestly reports how many were rendered instead of claiming they were delivered. This walkthrough did not click Send Test or Test All, to avoid emailing a real inbox during a capture run - the behavior above is read from the send route's own code, not screenshotted.
Open Settings > Email > Signature & Footer and look at Footer Behavior.
Footer Behavior decides how the company footer built below interacts with a sender's own personal signature: Fallback only uses it when no personal signature exists, Append adds it below one, Replace always uses it, and Disabled never attaches it.
Open Settings > Email > Signature & Footer and look at Footer Behavior. Select a different mode and watch the hint line under the builder update.
The hint beneath the Company footer builder always describes the currently selected Footer Behavior mode in one sentence, so you can confirm which rule is active without leaving the page. Saving applies the newly selected mode immediately to future outbound email.
Note: This walkthrough saved Append only long enough to confirm it persisted after a reload, then switched back to Fallback and saved again; the tenant's real footer behavior is unchanged.Select a different mode and watch the hint line under the builder update. Build the company footer with Layout, Style, and Fields, and check Live Preview.
The Company footer builder mirrors a personal signature editor: pick a Layout (Classic, Modern, Compact, Banner, Centered), a Style (color, font, divider, logo size), and which Fields render (Full Name, Title, Company, Address, and more). Live Preview beside it renders the actual HTML that ships in outbound mail, updating as you change any field - Custom HTML and Reset sit above it for a fully hand-built footer or a return to the shipped default.
Build the company footer with Layout, Style, and Fields, and check Live Preview.
If it did not work
- If Save Template appears to do nothing, check for a validation error banner above the list - a save can fail even though the row's own state looks unchanged.
- If Send Test or Test All report a suppressed count instead of a delivered one, outbound mail itself is suppressed on this instance - that is a working preview, not a broken button.
- If a personal signature you expected to see under Fallback is missing from a sent email, confirm the sender actually has one set on their own profile - Fallback only fills in when none exists.
Questions this page answers
How do email templates work?
Settings → Email → Email Templates defines the HTML templates used for outbound emails (ticket replies, notifications, invoices). Each template has a subject line and body with variable placeholders like {{signature}}, {{client_name}}, and {{ticket_number}}. Toggle templates active/inactive without deleting.
What are email templates?
The HTML messages the portal sends - ticket replies, CSAT surveys, quote-comparison invitations, system notifications. Each has a slug (the system-key the code looks up), a subject, a body with merge variables like {{ticket_number}} or {{client_name}}, and an isActive toggle. The Test action renders a template against canned data + emails the result to you so you can preview without a live ticket.
Why can't I delete email templates?
All email templates are seeded by the portal and can be edited but not deleted, and you cannot create new ones. The code looks each template up by its slug and expects it to exist, so there is deliberately no add or delete path in the app. You can change a template's subject, body, and active state; the slug is fixed.
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