Templates

Each e-mail notification is composed of a template and the text block assigned to the notification. A template is essential for e-mail notifications.
It is possible to create the template individually for each communication channel (e.g. for each e-mail address that you have configured for support requests).

For example, if you have set up multiple channels for different brands or products, you can use personalized templates to present yourself to your customers according to the brand or product.

Defined templates are listed in the Template overview under Notifications >> Templates (Branding). Under 'Translations' it is shown in which system/support languages the templates were created. For explanations of the other information listed, see form fields.

Topics of this article:
Default Template
Branding - Add, Edit, Delete Template

Default Template

SimpKo account creation creates the default template 'Default' with the company name provided during registration.

This default template is used whenever no template is defined for a communication channel. This means that if you only have one communication channel set up, or in the case of multiple channels you always want to use the same branding (company logo, signature and footer text), you only need to customize this default template to your company.
The default template cannot be deactivated and cannot be deleted.

Branding - Add, Edit, Delete Template

A template is the basic structure for every e-mail notification, so to speak, and it is also a prerequisite for e-mail notifications to be sent from your helpdesk.
Go to Notifications >> Templates (Branding).

Add, Edit Template

• Add templates: Click on "New Template".

  Edit existing template: Click in the line of the template to be edited or click on the edit icon ().

• Available Form fields:

  ID: Enter desired ID (designation) for the template. The template ID is not language dependent, i.e. it cannot be entered in different languages.
  Channels: Select the channel(s) for which the template should be applied.

  Note: A communication channel can only be assigned to one template.

  Format: Select the format in which notifications using this template should be sent. This means that the selected format determines the appearance of the content of the notification, i.e. the text blocks and the placeholders that may be used.

  • HTML: With HTML as message format, message texts can be formatted and images can be displayed in the message. For formatting you can use the Markdown markup language - read the article Markdown for more information about the syntax of Markdown and its use in particular.
  • Text: The text format does not allow formatting and images within the message are not displayed. If you would like to insert hyperlinks in text format, enter the full URL of the website to which the link is intended - e.g. https://simpko.io. Most commonly used e-mail clients such as Mozilla Thunderbird, Gmail, Outlook etc. recognize the URLs in text format messages and generate clickable links from them, allowing your recipients to easily access the website.

  Note: In case of switching from HTML format to text format, note that any formatting used in text blocks and placeholders will then be displayed in text format with their actual meaning for certain symbols used for formatting with Markdown. For example, a bold printed word in HTML format becomes a **bold** word in text format.

  Active: In order for a template to be applied to notifications, it must be activated.

  To personalize your e-mails to customers:

  Personalization settings are applied to all notifications sent to customers using the template.

  Sender Name: The sender name is the name that is displayed to the recipients of your notifications together with the e-mail address - e.g. Jane Bloggs <support-yourcompany@simpko.io>.
  You can choose between:

  • 'No Sender Name'
  • 'Display Name' - The display name from the user profile is listed. If no display name is entered in the profile, no sender name is displayed.
  • 'Name from the user profile' - The real name from the user profile is entered - first and last name, if both exist. If neither first nor last name is entered in the profile, no sender name will be displayed.
  • 'Display or User Profile Name' - If the display name is available, this is displayed as the sender name, otherwise the real name from the user profile.

    When selecting 'Name from the user profile' or 'Display or User Profile Name', the display and/or user profile name of the responding agent will be used when replying to a ticket. For all other notifications to your customers, the display and/or user profile name of the agent assigned to the ticket will be used.

  Addition to the Sender Name: It is possible to provide additional information to the sender name.
  The additional information is displayed after the sender name - e.g. Jane Bloggs via your helpdesk <support-yourcompany@simpko.io> or if you do not use a sender name only the additional text is displayed - e.g. ** via your helpdesk** <support-yourcompany@simpko.io>.

  No-Reply-Address: If you don't want the recipients of your notifications to be able to reply to the e-mail, enable the No-Reply Address. The no-reply sender address has the following format: <noreply@simpko.io>.

  Content of the Template:

  Signature: Enter your company signature here. The signature appears below the logo.

  Note: You can enter a greeting that you may want to add to your notifications in the text block.

  Footer: The footer offers the possibility to add further information and notes to the notification.
  Upload logo: Files can be uploaded in .png or .jpg image format. The maximum size of the logo may be 100 Kb.

  
  

• After creating/editing click on Save.

• In case of multiple Language Tabs: 'Signature' and 'Footer' of the templates are to be entered for each language. Any uploaded logo and the contents of the other form fields 'ID', Channels', 'Format' and 'Active' are only saved once per template.
  For more information on providing notifications in multiple languages, click here.

• Preview: Once the template has been saved, you can preview a notification with a sample text block content and the created template in a desktop or mobile version by clicking the refresh icon (). In order to display changes to the template, it must first be saved and the preview function updated again.

Delete Template

• Click the delete icon () of the desired template and then click Yes, Delete to confirm the deletion process.