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.