The mail templates are a huge help to help desk owners. The templates are fully customizable so that the help desk owner can tailor the look and feel of the mails sent to his customers in any manner that will benefit the business.
Different from most software-generated emails, the mail templates allow desk owners to match corporate designs, customize every tidbit of information and graphics in the email content.
There are several mail templates that can be used for various purposes, such as agent-composed message, support ticket and customer reply templates. Each of them can be configured according to your company's needs or customer's needs.
Responding to customer feedback is made more convenient since every template in the system has editable formatting. The system allows the desk owner to use rich text formatting in the email, as well as a number of variables for the email body. You can decide to send just plain text mails or rich text HTML mails out of your help desk.
Some example variables are ticket subject, agent ID, server date and department ID. Using these dynamically generated variables, the desk owner can have full control over auto responders and software-sent emails.
Another noteworthy feature is the discreet interface. It doesn't overwhelm new desk owners with tons of unknown buttons; instead, it provides shortcuts and quick access to the common and useful tools and email formatting features.
