Sending different email template based on ticket organisation/field value. | Community
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Sending different email template based on ticket organisation/field value.

  • July 10, 2021
  • 1 reply
  • 0 views
J

Hey guys, the fact that Zendesk is so inflexible when it comes to email templates has bothered me for a long time. Has anybody found a way to code the template so that it can react to certain ticket conditions?

My specific use case: I'd like to remove all formatting from my outgoing email notification when the ticket is assigned to a specific organisation. Basically, sending only the comment, without header, footer and delimiter. A workaround could also be a specific custom field value, or a specific ticket tag. Was thinking of a

CASE - IF - THEN

rule in the HTML template, but was wondering whether anybody has tried to achieve that before.

Thanks,
Johannes

    1 reply

    Chris21
    • Chris21
    • July 12, 2021

    I know you can create a dynamic template for Brands, but I don't know of a way to do this by specific ticket conditions. You might try manipulating that structure to see if it will work for your needs though.

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