Editing the automatic emails sent to customers

## Which emails you can edit

Open Settings → Email channel → Email templates. Four customer-facing messages can be rewritten:

• Auto-reply – confirmation sent when a new ticket arrives.
• CSAT request – the satisfaction survey sent after a ticket is closed.
• Ticket closed – the closing notice.
• Portal access code – the one-time code customers use to sign in to your portal.

## Editing

Pick the language tab (English or Spanish), edit the subject and body, then save. Each template also has an Active switch: turn it off and EspressoDesk simply does not send that message.

Available placeholders are listed above the editor and are replaced when the mail is sent:

• {{ticket}} – ticket number
• {{name}} – customer name
• {{workspace}} – your workspace name

## Restoring the default

Restore default brings back the original English or Spanish copy for that template. Your other templates are untouched.

## Good to know

• Messages leave through the mailbox you connected, so your own domain and signature apply.
• If a template is empty or invalid, the built-in default is used as a fallback so customers never receive a blank email.
• You are responsible for the wording you publish – keep any legally required information in place.