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Configuring Email Templates for Ticket Alerts

Updated

Email templates are the automatic notifications Service sends to agents and customers when something happens on a ticket.

ℹ️ This page covers outgoing notifications. For the support mailboxes customers write to, see How to use Email Settings in Service App.

On this page:

How email templates work

Templates provide reusable subject lines and message bodies so notifications stay consistent. Common cases: confirming to a customer that their ticket was received, telling an agent a customer has replied, and alerting an agent that an SLA target is approaching.

Insightly provides a set of standard templates that can be edited to match your tone and branding. New templates cannot be created; you work with the standard set. Find them under System Settings > User Interface > Email Templates.

⚠️ A template only sends if its Active checkbox is enabled. If a notification isn’t going out, check this first. Other features depend on it too: queue assignment notifications require the Ticket Assigned to Queue template to be active.

Email Templates Active Status Checkboxes — The Email Templates settings page shows a list of agent notification templates with checkboxes indicating which are active. The arrow highlights that “Ticket Assigned To Queue” is currently inactive while the others are enabled, which is important for understanding why certain agents may not be receiving email notifications.

Template types

  • Agent templates – notifications to your support team, such as ticket assignment and SLA warnings.
  • Contact notifications – notifications to the customer, such as ticket receipt confirmation.
  • CC templates – notifications to anyone CC’d on a ticket.
Email Templates Tab Navigation in System Settings — The image shows the Email Templates section within System Settings, highlighting three tabs: Agent Templates, Contact Notifications, and CC Templates. This helps users understand how to navigate between different types of email templates available in Insightly CRM.

Merge fields

Insert dynamic values with the Insert Field button. Available fields are the fields that appear on a ticket, configurable under System Settings > Object and Fields > Ticket > Object Fields.

Email Template Variable Insertion Dropdown Menu — The image shows a notification email template editor with a dropdown list of available ticket variables (such as ticket.subject, ticket.agent_url, and ticket.description) that can be inserted into the message body. A red arrow highlights a template variable button in the toolbar, indicating how users can dynamically personalize automated email notifications in Insightly CRM.

Default values for empty fields

A merge field pulling from an empty ticket field renders as blank, which can make an email look broken. A greeting like Hi {{ticket.contact.first_name}}, becomes Hi , when the contact has no first name.

Set a fallback using this syntax:

Example: Default value syntax {{field name | default:value here}} For a contact first name: {{ticket.contact.first_name | default:valued customer}}

If the syntax is invalid, the template will not save and an error is displayed.

Restoring a default template

Any edited template can be reset back to its original content. Go to System Settings > User Interface > Email Templates, find the template on its tab (Agent, Contact, or CC), and open it by clicking its name or its three-dot menu and selecting Edit Email Notification. Click Restore Default to reset the whole template (subject and body), then Save Template to apply it.

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