Help

How to use templates

Creating a new template

You can create HTML templates to quickly respond to customers and employees. To create a quick reply template, open the "Message templates" tab in your Control Panel and click the "Create new template" button. In the appearing window specify the following:



  • Name. Specify a unique name for internal use.
  • Template. Fill in the template text.
  • Supported tags. Deskun supports several special tags:
    • {my_name} – the name of the agent using the template
    • {my_email} – the agent's email
    • {ticket_id} id of the discussion ticket
    • {client_name} – name of the client
    • {client_email} – email address of the client
    • {subject} – ticket or email subject
    • {support_email} – email address of the channel
  • Available in. The template will be available for the specified channels or simply for every channel.



There are advanced templates settings as well.

  • Subject – you can specify the subject of your email which will be automatically inserted into the "Subject" field.
  • From – you can choose your current Gmail account, an email linked to in, or leave this field unchanged. 
  • To – you can specify an email or several emails (comma-separated) that will be automatically inserted into the "To" field
  • CC – you can specify an email or several emails (comma-separated) that will be automatically inserted into the "CC" field
  • BCC – you can specify an email or several emails (comma-separated) that will be automatically inserted into the "BCC" field

You can make the template active or inactive by moving the slider next to its name.



Editing template

To edit your template click the Pencil icon () next to it.



Deleting template

To delete your template click the Bin icon () next to it.