How do we edit email templates

[pulpfriction]

Hi all, we need to edit the email that goes out to customers when they create a new suport ticket. We don't allow customers to regieter or login, so in particular we need to remove the URL to view and update tickets, along with the username and password.

How do we go out finding and editing the templates for this email?

Any help appreciated.

Thanks
W

[Jamie Edwards]

Hi there,

You can edit the templates used for e-mails via the administrator control panel. You will find the templates under Templates -> Default -> Tickets. They will normally be prefixed with email_

Thanks,

[pulpfriction]

Originally Posted by Jamie Edwards

Hi there,

You can edit the templates used for e-mails via the administrator control panel. You will find the templates under Templates -> Default -> Tickets. They will normally be prefixed with email_

Thanks,

Thanks. Everytime I touch the code the email falls over (all content goes missing). Are there some golden rules on what to touch and not touch as far as the code goes...or is this documented anywhere?

Thanks again

[Jamie Edwards]

In the email_autoresponder template, find and delete:

<{$language[arsubfooter]}><a href="<{$swiftpath}>index.php?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><{$swiftpath}></a><BR><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>

<{$language[arsubfooter]}><{$swiftpath}>index.php?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>

And this should remove the links from the HTML and plain text version of the autoresponder e-mail

Thanks,

[pulpfriction]

Thanks, we did exactly that and our emails arrive blank. I'll wait for support to get onto it as we've spent most the day on this already

[supportskins]

I do not believe Kayako supports template customization. Email templates consists of 2 parts HTML and Text with various if else statements in it. Make sure you do not break any of these if else statements which will result in blank pages or emails not being dispatched. HTH