Email templates

What are email templates?

Email templates can be defined as preformatted email structures. Users can add text, images, and videos to them, and they’re usually fully customizable.

What are email templates used for?

Email templates are an essential part of reliable service ticketing software. They are typically used for sending out email newsletters or automatically generated emails, such as confirmation emails, password reset emails, and so on. They’re mainly used for marketing and sales purposes. However, they can also be informational or tech-related.

What types of email templates are there?

In terms of formatting, there are two types of email templates: HTML and plain text.

HTML email templates

HTML email templates enable users to get creative with their emails. In addition to supporting various types of layouts and media, such as images and videos, they’re also compatible with different kinds of call-to-action buttons. HTML email templates are generally used for marketing and sales purposes as they’re more flashy and aesthetic. They usually contain less text and more media.

Plain text email templates

Plain text email templates are relatively simple and limited in their appearance. They don’t support complex formatting as they’re mainly used to convey short messages (3-4 lines of text) and focus more on the content of the email rather than its aesthetics. They’re generally used when sending out email confirmations, password reset links, or order tracking links.

What types of email templates can you create in LiveAgent?

LiveAgent help desk software offers two types of email templates.

Agent email templates

Agent email templates are preconfigured email messages sent to agents when a particular type of event occurs. For example, agents can receive these automated emails when:

• A customer replies to a ticket that they’re assigned to
• A ticket is assigned to them
• A new ticket is created (Sent to the agent when a new ticket is created in any of their departments.)
• They request a new password (This email contains a password reset link.)
• They click on the forgot password link (The email contains a password reset link.)
• They’re added to a LiveAgent account (Sent to the agent when the account admin adds them to the system. This email contains a link to set up their password.)

*These emails are not sent when the agent is logged into the system.

Customer email templates

Customer email templates are also preconfigured email messages. They are sent to customers when a specific type of event occurs. For example, customers receive these automated emails when:

• They receive a reply from an agent regarding an existing ticket
• An agent creates a new ticket
• An agent forwards them a message
• Their tickets are resolved
• They choose the ‘send chat transcript" option during a live chat session
• They receive a reply to a forum message or suggestion (This email also contains an unsubscribe link.)
• They register in the knowledge base (This email contains a password setup link. It also serves as a customer email verification. Customers using fake email addresses won’t be able to set up their account password.)
• They click on the forgot password link (This email contains a password reset link.)

How do I create an email template in LiveAgent?

Follow these steps to create your own email template:

1. Log in to LiveAgent.
2. Click on Configuration (cogwheel icon).
3. Select Email.
4. Click on Customer templates or Agent templates.

5. Select a template that you want to edit by clicking on the Edit button (pencil icon).
6. Choose if you want your email to be in HTML or plain text format by clicking on the <> or A buttons.
7. Edit the template with the available variables on the left-hand side according to your liking.

8. Test the email template by clicking on Test. Then, scroll down, and press Send.
9. When you’re satisfied with the look and contents of your email template, press Save.

Why are email templates beneficial for businesses?

Email templates are valuable for businesses and organizations in all verticals. They help you save precious time and money and don’t require any coding skills!

Save time

Email templates are pre-formatted and automated. This means that once you create an email template, it will be automatically sent whenever the event conditions are met (for example, when a customer clicks on the forgot password button). This saves you tons of time, freeing you from manual tasks and responsibilities. For instance, you won’t have to worry about sending out follow-up emails or password reset links manually.

Don’t require coding skills

Email templates are very beginner-friendly. You don’t need to have any coding experience or design knowledge to create them. Our WYSIWYG editor makes it easy to design your email templates from scratch. By creating all your email templates in LiveAgent ticketing software, you’ll ensure all your email communications have a uniform look and feel.

Saves money

When you free your agents from manual, repetitive tasks that can be easily automated, you save money. Instead, your agent’s primary concern should be increasing customer satisfaction by creating unforgettable experiences – answering queries quickly, professionally, knowledgeably, and in a personalized manner. Creating email templates can help you and your agents do just that so they can focus on what’s essential — nurturing customer relationships.

Knowledge base resources

Want to learn more about customizable email templates? Check out our collection of knowledge base articles or our specially curated email templates for every occasion.

• Email Templates
• Email templates set up
• How to create Email templates in LiveAgent
• Password Reset Email Templates (Copy&Paste)
• Customer Service Templates – Best practices (+Examples)
• Customer Portal Email Templates
• How to define Password Requirements

Ready to create email templates?

Save time by creating beautifully formatted email templates with our WYSIWYG editor. Try making your very own email templates today with our 30-day free trial . No credit card is required.