Follow this guide for writing your very own custom email template for Helpshift.
Goto the email support channel that you want to enable custom email templates for, and turn ON the custom templates toggle -
All the email notifications to your customers are formatted in both HTML and plain text, each available in their separate tabs —
When you save or preview, the email templates are also validated for any missing placeholders that are mandatory. More about them later.
Most of the content of the emails sent to your customers is generated dynamically. This dynamic content comes via placeholders provided by Helpshift to your email templates.
Both HTML and plain text templates consist of these placeholders.
Some of them, like the {{ delimeter }}
placeholder are required, while
{{ latest_message }}
is optional. These placeholders adhere to the
Moustache spec.
Placeholders are also available as code snippets under the placeholder menu —
Here's a list of available placeholders to use in your templates —
{{ delimiter }}
{{ messages }}
{{ support_channel_name }}
{{ latest_message }}
The last 10 messages of the issue are available under the {{ messages }}
block.
It's written as follows:
{{#messages}} {{author}} {{date}} {{time}} {{{body}}} {{#attachments}} {{#list}} {{name}} {{url}} {{object_type}} {{/list}} {{/attachments}} {{/messages}}
{{{
and }}}
to unescape the rich content.list
contains a list of attachment data
- name
, url
and object_type
(indicates content type,
e.g. Image). object_type
is optional.Use the placeholders described above in your HTML and text templates as you seem fit into your design.
Some of the common use cases are - branding your emails differently for each app, adding brand related graphics, adding social media links to your Twitter, Facebook or Instagram accounts, and so on.