System templates settings

In the System templates tab, you can specify which reply templates the system should use.

🛈 Tip

Use the search field at the top to find specific templates.

Requests

In the Requests section, you have the following options:

Option	Description
Reply template for notification of open requests	The reply template to use for notifying users of open requests. This is an email that is sent each evening to the users who have open requests that are several days old. The number of days is set in Settings and maintenance.
Reply template for notification of new message	The reply template to use to notify users when a new message arrives on a request.
Reply template for notification of activated request	The reply template to use to notify users that a postponed request was activated.
Reply template for notification of escalated request	The reply template to use to notify users that a request was escalated.
Reply template for new request notification	The reply template to use to notify users that they are assigned a request.
Reply template for request reassignment	This field shows which reply template to use to notify users that another user has taken over a request.
Reply template for printing a request	This field shows which reply template to use when printing a request.

In the Favourites section, you have the following options:

Option	Description
Reply template for notifying a new message in the favourites list	The reply template to use to notify users when a new message arrives on a request in the favourites list.
Reply template for notifying an activated request in the favourites list	This field shows which reply template to use to notify users that a postponed request on the favourites list was activated.
Reply template for notifying an escalated request in the favourites list	This field shows which reply template to use to notify users that a request on the favourites list was escalated.
Reply template for notifying reassignment of a request in the favourites list	This field shows which reply template to use to notify users that another user has taken over a request on the favourites list.

In the Customers section, you have the following options:

Option	Description
Reply template for new contacts	The reply template to send to new contacts at customers when they are first registered.
Reply template for auto-reply	The reply template to be used to send standard auto-replies to contacts when email from them is received. This value is overridden for individual mailboxes.
Reply template for sending password to contacts	The reply template to send to contacts when they ask to have their password sent to them.
Reply template for sending confirmation email to contacts	The reply template used for confirmation emails sent to contacts.
Reply template for customer chat log	The reply template used to send chat logs to customers who have contacted support on the chat.
Reply template for new link	The reply template used to send the customer a new link when the old link expires.

In the FAQ tab, you have the following options:

Option	Description
Reply template for formatting FAQ questions	The reply template to use when publishing FAQ questions.
Reply template for formatting FAQ answers	The reply template to use when publishing FAQ answers.

These let you to define your own formatting for suggested questions and answers from the FAQs.

In the Weekly stats tab, you have the following options:

Option	Description
Reply template for weekly statistics	The reply template to use for weekly statistics.
E-mail addresses for weekly statistics	Here you can add one or more (comma-separated) email addresses to send weekly statistics for SuperOffice to.

To select another template, click next to the relevant field and select a template from the list that appears.