Email templates

The help desk uses the following email templates:

Assigned user email template

Sent to an internal system user when a task/request is assigned to them.

Variable name:

cfg_helpdesk_assigned_user_doc_id

New comment email template

Sent to an internal system user when there is a new comment on a request they are assigned to.

Variable name:

cfg_helpdesk_new_comment_doc_id

New comment email template for the customer

Optionally sent to the customer at the email address recorded on the task/request when a new comment is created.

Variable name:

cfg_helpdesk_new_comment_client_doc_id

Closed request template for the customer

Optionally sent to the customer at the email address recorded on the task/request when the task/request is closed.

Variable name:

cfg_helpdesk_issue_closed_doc_id

Comment mention email template

Sent to an internal system user when they are mentioned in a task/request comment.

Variable name:

cfg_helpdesk_inform_user_mention_doc_id

Overdue request email template

Sent to all assigned internal users when a request becomes overdue.

Variable name:

cfg_helpdesk_issue_overdue_doc_id