Built-in emails

Some emails go out without anyone setting them up. They're written to be friendly and clear, but they're yours to change. Find them in Settings → Email templates under Built-in emails.

Setting up a new company? Go through them one at a time as part of Getting started: read each one, change anything you like, and click Looks good, next. The bar at the top counts how many look good; when all of them do, the Make it yours step on your Home screen is done.

Change one

Pick it from the list on the left, edit the Subject and Message, and use Insert a field to add details like the ticket ID or the comment where your cursor is: pick what the detail is about (Ticket, Ticket fields, Requester, Location, Stack, Appointment, Company, or This email for things like the comment), then click the field. Click Save, or Looks good, next to save and move on. The bar above the list counts how many of the six look good.

The Preview on the right looks like the real email: your logo, a bar in your primary color and one in your secondary color, your sign-off and the button. Switch between Sample ticket (example details filled in) and Field names (to see where each detail goes).

Changed emails are marked Customized; Reset to our wording puts the original back.

Pick a layout

Under the emails, Look and feel sets the look of every email your company sends: built-in ones, step emails, reminders and invites. The words stay the same; only the frame changes:

• Classic: your logo on the left, a band in your primary color with a thin secondary band under it.
• Centered: your logo in the middle, between a thin secondary line and a primary band.
• Banner: your logo (or name) on a full-width header in your primary color, with a secondary stripe below.
• Minimal: a thin primary line at the top, your logo on the left, lots of white.
• Framed: the email sits on your secondary color, with a primary top edge.

Click one and the Preview shows it right away; it's saved for the next email. The colors come from Settings → Company (Brand colors and logo takes you there; see Brand your company).

Ideas

• Request confirmation: tell people how soon you'll reply, and what to do if it's urgent.
• New ticket for a location: add what the store should do first.

Every email also gets your logo, colors and sign-off. For emails at specific steps, like "Your order is ready," see Step emails.