Email Templates

From osTicket Wiki

Email Templates

osTicket relies on predefined templates when sending out auto responses, notices and alerts. Each template has a set of variable placeholder as shown below. Only known (supported) variables are substituted.

Contents 1 New Ticket Auto Response 2 New Message Auto Response 3 Over Limit Notice 4 Ticket Response/Reply Template 5 New Ticket Alert 6 New Message Alert 7 Ticket Assigned Alert 8 Overdue Alert

New Ticket Auto Response

Autoresponse sent to user/client on new ticket if enabled. Meant to give the user the ticket ID which can be used to check the status of the ticket.

%ticket - Ticket Number
%email - User's Email
%name - User's Name
%signature - Department Signature

New Message Auto Response

Confirmation sent to user when a new message is appended to an existing ticket. This can be emailed or web-based replies.

%ticket - Ticket Number
%email - Client's Email
%name - Client's Name
%signature - Department Signature

Over Limit Notice

Ticket denied notice. This is a one time notice sent when the user has reached the max allowed open tickets defined in preference section. Reasonable limit helps control spam and possible email flood loops.

%email - Client's Email
%name - Client's Name

Ticket Response/Reply Template

Message template used when responding to a ticket or simply alerting the user about a response/answer availability.

%ticket - Ticket Number
%subject - Original subject
%message - Response/Message
%email - Client's Email
%name - Client's Name
%signature - Selected signature (None, Staff's or Dept's)

New Ticket Alert

Alert sent to staff on new ticket.

%ticket - Ticket Number
%email - Client's Email
%name - Client's Name
%dept  -Ticket's Department
%staff - Staff's Name
%message - New Ticket Message ( Not recommended)

New Message Alert

Alert sent to staff when client replies to an existing ticket.

%ticket - Ticket Number
%email - Client's Email
%name - Client's Name
%dept  -Ticket's Department
%staff - Staff's Name
%message - New Ticket Message ( Not recommended)

Ticket Assigned Alert

Alert sent to staff on ticket assignment.

%ticket - Ticket Number
%assignee - Assignee's Name
%assigner -  Assigner's Name
%message - Internal message

Overdue Alert

Alert sent to staff on stale or overdue ticket.

%ticket - Ticket Number
%staff -  Staff's Name