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Knowledge Base - Customising the email templates

Freestyle Support uses several customizable email templates for your website. 

email-customize-1

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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Testimonials

Freestyle Support is the very first extension I purchased for our new Joomla website and I absolutely love it. It does everything it says and is very easy to use. We were so surprised to find a Support ticketing software that was so easy to use and … read more
damellio @ 2013-04-13, 16:47
I can't believe this product is so far ahead of the others I researched! It's a great product, awesome value for money and adds a genuine business benefit. I try to add this to most of my sites. It's extremely customisable in terms of the … read more
eoin @ 2013-04-13, 16:46
Fantastic product. The ticketed support system has helped me manage support requests effectively for my site. We have moved our documentation to the KB system, and the ratings have started to highlight where our documentation requires improvement. … read more
williamsharry @ 2013-04-13, 16:43
I have been using this component for sometime now and only thought it fair to offer a review.
The component is worth every penny they charge. I use everything except the testimonial section on my site, replacing numerous other components, this has … read more
Jeffk @ 2013-04-13, 16:53
Very happy with this purchase as it does just what we need for it to do. I had some issues that arose when upgrading to the latest version and the support team had the issues resolved for me within an hour. Thank you very much! k6614 @ 2013-04-13, 16:52