Text Blocks for Notifications

Text blocks are used to add desired content to the notifications. For the default notifications there are predefined but modifiable text blocks that are already assigned to the notifications.

All captured text blocks are displayed in the Text block overview under Notifications >> Text blocks. Under 'Translations' it is shown in which system/support languages the text blocks were created. For explanations of the other information listed, see form fields.

Add, Edit, Delete Text Block

Important: The text block for notification of the ticket response must contain the system placeholder {{content}}, which inserts the reply text of the agent of the corresponding ticket!

Go to Notifications >> Text Blocks.

Add, Edit Text Block

• Add text block: Click on "New Text Block".

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

• Available Form fields:

  ID: Enter desired ID (designation) for the text block. The text block ID is not language dependent, i.e. it cannot be entered in different languages.
  Active: In order for the text block to be assigned to a notification, it must be activated.
  Subject and Text: Enter the desired subject and message text.
  Use placeholders to personalize the message and insert dynamic content. The placeholders are replaced with the actual values when the notification is sent. You can use Markdown to format the text.

• After creating/editing click on Save.

• In case of multiple Language Tabs: 'Subject' and 'Text' of the text blocks are to be entered for each language.
  For more information on providing notifications in multiple languages, click here.

• Preview: Once the text block has been saved, you can preview the notification with the created text block in a desktop or mobile version by clicking the refresh icon ().
  The default template is used for the preview and the message text is displayed in the format selected in the default template (HTML or plain text).
  In order to display changes to the text block, it must first be saved and the preview function updated again.

Delete Text Block

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

Note: A text block can only be deleted as long as this text block is not assigned to any notification.