C4C Email Template Tickets

[DAcker]

Hi community,

I have informed myself about templates and how to use them in the ticket. I found out that there are 3 kinds of templates:

• response templates: user-specific template, text-based (or document-based) --> e.g. frequently used formulations
• corporate templates: visible for all users, text-based (or document-based) --> e.g. signature
• branding template: can be linked to the email channel and is a document-based templates used for styling (HTML document) --> e.g. general font-family, font-size, disclaimer, header/footer

As far as I test the templates in the system I have the following 2 questions:

1. Why can I only insert text-based templates in the ticket? So, what is the use case for document-based response- or corporate template (that can also be created in Service - Templates)?

2. Currently, I can see the user-specific response templates also in the view of other users that have not created the template. Why do I see the response templates and the corporate template cross-user wide - and what's then the difference between these two?

Thanks and regards,

Deborah

[former_member355484 · Accepted solution]

Dear Deborah,

Only text based templates are supporrted within the Interaction of a ticket. Therefore you will only find text based templates listed.

Document based templates (HTML format) are used for automatic triggering of e-mail notification from a workflow rule. You could create a branding template using the HTML content and maintain it in a channel.

There are currently no restrictions applied to the Templates view and therefore all users can view them.

Regards,

Paula