Email Templates Types

Each Email Template applies to a specific entity in the system. When defining a new Email Template, the system lets you add data fields, which are relevant to the specific entity to the template.

For example, when creating an Email Template for Tickets, you can design the email text and layout, and merge Ticket data fields in the template. The system will let you choose the fields from the available fields list for Tickets, and fields of entities which are linked to the Ticket, such as the linked Account.

The following table provides a summary of each Email Template type, when it is used, and the scope of available fields you can choose from for this template.

Email Template Type

Available From

Available Data Fields

Comments

Generic

•	Account's Web Users Tab

•	Sales Opportunity's tabs: Influencers, Competitors, Team

•	Documents batch email

•	Current User (data fields linked to the currently logged-in user)

The Generic template, which is defined as Default will be automatically used from the relevant windows. There is no option to select a Generic template from a list

Accounts

•	Account Details Window

•	Account list (selected line)

•	Account details

•	Current User

Tickets

•	Ticket Details Window

•	Ticket List (selected line)

•	Ticket details

•	Linked Asset

•	Linked Contract

•	Linked Account

•	Linked Contact

•	Current User

When using data fields for linked entities, , the fields will contain the data in the email only if there is a selected entity of this type.

Note: When using the Commit Email Connector, it is recommended to include the Ticket Number data field in the email Subject. This will allow the system to file these emails if the customer replies to them and they arrive at the Email Connector.

Assets

•	Asset Details Window

•	Asset list (selected asset)

•	Asset details

•	Linked Vendor

•	Linked Account

•	Linked Contact

•	Current User

When using data fields for linked entities, the fields will contain the data in the email only if there is a selected entity of this type.

Sales Opportunities

•	Opportunity Details Window

•	Opportunity list (selected line)

•	Opportunity details

•	Linked Account

•	Linked Contact

•	Current User

When using data fields for linked entities, the fields will contain the data in the email only if there is a selected entity of this type.

Calendar

(Appointments and Tasks)

•	Task/Appointment Details Window

•	Calendar list (selected line)

•	Task/Appointment details

•	Linked Account

•	Linked Contact

•	Linked Ticket

•	Linked Opportunity

•	Linked Contract

•	Current User

Tasks and Appointments can be linked to only one of the following:
Opportunity, Ticket, Contract or Asset.

When using data fields for linked entities, the fields will contain the data in the email only if there is a selected entity of this type.

Knowledge Base Articles

•	Knowledge Base Article Details Window

•	Knowledge Base List (selected Article)

•	Article details

•	Current User

Documents

•	Document Details Window

•	Document list (selected ticket)

•	Document details

•	Linked Account

•	Linked Contact

•	Linked Ticket

•	Linked Opportunity

•	Linked Contract

•	Linked Asset

•	Linked Article

•	Current User

Documents can only be linked to one of the following:
Opportunity, Ticket, Contract, Asset or Article.

When using data fields for linked entities, only if there is actually a selected entity of this type, the fields will contain the data in the email.

Messages

•	Message Details Window

•	Messages list (selected line)

•	Document details

•	Linked Account

•	Linked Contact

•	Linked Document

•	Linked Ticket

•	Linked Opportunity

•	Linked Contract

•	Linked Asset

•	Current User

Messages can be linked to one of the following only:
Opportunity, Ticket, Contract or Asset.

When using data fields for linked entities, , the fields will contain the data in the email only if there is a selected entity of this type.

History Notes

•	History Note Details Window

•	History Window (selected line)

•	Document details

•	Linked Account

•	Linked Contact

•	Linked Document

•	Linked Ticket

•	Linked Opportunity

•	Linked Contract

•	Linked Asset

•	Current User

History Notes can only be linked to one of the following:
Opportunity, Ticket, Contract or Asset.

When using data fields for linked entities, , the fields will contain the data in the email only if there is a selected entity of this type.

None

•	New Message Window

•	New History Note Window

•	Contacting Support

In these windows, no template will be used when sending an email, as there are no entities involved in the email