You can create your own e-mail templates. This will personalize the e-mails you send to customers.
To create or edit your own e-mail templates, click on the Mail drop down menu and select Manage E-mail Templates.
In the window that opens you will see two lists of templates. The top section hosts the default e-mail templates, created by the Supportworks Administrators. The bottom section is where you can add or edit your e-mail templates.
To create a new e-mail template, right-click on a Supportworks action and select Add New.
In the dialog box that opens, type in a name for this template. Avoid using any special characters such as ‘,”, #, $, and !. Click OK.
You can now create a template. Utilize the drop-down menu that lists customer and call properties. This will allow each e-mail to be personalized for the customer and the call.
You can insert any of these properties at any point in your e-mail template. The image below is an example of how a personalized template looks.
After you have completed your e-mail template click on Save Changes.
From now on, when you select E-mail Customer, you will see multiple choices for e-mail templates, yours and the default. Select the template you wish to use, and click OK.