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Knowledge Base - Customising the email templates

Freestyle Support uses several customizable email templates for your website. 

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The following email templates are available:

  • email_on_create - This email is sent to the user when a new ticket is created.
  • email_handler_on_create - This email is sent to the assigned handler when a new ticket is created. If no hander is assigned, then this email doesnt get sent.
  • email_on_reply - This email is sent to the user when a handler replys to a ticket.
  • email_handler_on_reply - This email is sent to the assigned handler when a user replys to a ticket.
  • email_handler_on_forward - This email is sent to the new handler when a ticket is forwarded.
  • email_on_create_unreg - This email is sent to the user when a new ticket is created by an unregistered user.
  • Comment - Comment or Testimonial submitted

By using the email templates menu on the Joomla backend, you can customize the emails that are sent to your users and ticket handlers.

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The custom fields available for these emails are listed below:

For support based emails
  • {subject} - Ticket message subject
  • {body} - Message body
  • {reference} - Ticket reference number
  • {password} - Ticket password if an unregistered user creating ticket
  • {user_name} - Users full name
  • {user_username} - Users username. This is Unregistered if an unregistered user is creating the ticket
  • {user_email} - Users email address
  • {handler_name} - Ticket handlers fullname
  • {handler_username} - Ticket handlers username
  • {handler_email} - Ticket handlers email
  • {ticket_id} - The id of the ticket for linking back to the ticket page
  • {status} - Ticket status
  • {priority} - Ticket priority
  • {category} - Category
  • {department} - Department
  • {product} - Product name
  • {websitetitle} - The name of your website (specified in the Joomla config, or in the Freestyle Settings)
  • {custom_1} - Custom field with the ID or 1
  • {custom_X} - Custom field, replace X with the id of the field

You can also do {product_start}Product: {product}{product_end} in the template. This will only be output if the field {product} is not empty. This is usefull for sometimes hiding fields. (You can use this to hide custom fields that have no value etc).

For comment submitted emails
  • {moderated} - Set if the comment requires moderation
  • {email} - EMail address
  • {website} - Website
  • {linkmod} - Link to the moderation of the comment
  • {linkart} - Link to the article or product the comment is for
  • {article} - The title of the article the comment is for
  • {name} - The name of the comment poster
  • {article_type} - The type of comment being submitted
Applies To

Support Portal

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