Email Templates
The 13 seeded email templates Deskuss uses for every customer-facing and internal notification. Edit them, use template variables, and reset to defaults if you break one.
Accessing Templates
From the staff control panel, go to Emails → Templates. You'll see the full list of templates, each with the language tabs at the top (so the same template can have a translated version per language).
Click any template to edit it. The editor has:
- Subject — the email's subject line
- Body — the rich-text body, with placeholders and template variables
- Language — the language this version is for (defaults to your system language)
- Status — enabled (sent) or disabled (skipped)
The 13 Seeded Templates
Deskuss ships with these templates enabled out of the box:
| Template | Sent when | Recipient |
|---|---|---|
| New Ticket Auto-Response | A customer opens a new ticket | The customer |
| New Ticket Alert | A new ticket is created | Assigned agent, dept manager, dept members (per config) |
| Ticket Assigned Alert | A ticket is assigned to an agent | The newly assigned agent |
| Ticket Transfer Alert | A ticket is moved to another department | New dept's manager and members |
| Agent Reply | An agent posts a public reply | The customer |
| Customer Reply Alert | A customer posts a reply | Assigned agent, dept manager |
| Internal Note Alert | An agent posts an internal note | Assigned agent, dept manager |
| Ticket Overdue Alert | A ticket passes its SLA due time | Assigned agent, dept manager |
| Ticket Activity Notice | A status change happens on a ticket the customer is following | The customer |
| Overlimit Notice | A user tries to open more tickets than their per-user limit allows | The user |
| Password Reset | A staff or client requests a password reset | The requester |
| Email 2FA Code | (reserved for future 2FA feature) | — |
| System Message | Generic system-to-user message (rare) | Per context |
Template Variables
Templates use %{path.to.value} placeholders. Deskuss fills them in from the current ticket at send time — so the same template can be reused across thousands of tickets with personalized content.
General
| Variable | Expands to |
|---|---|
%{ticket.id} | Numeric ticket ID (e.g., 1042) |
%{ticket.number} | Formatted ticket number (e.g., #1042) |
%{ticket.subject} | Ticket subject line |
%{ticket.status} | Current status (Open / Answered / Closed / etc.) |
%{ticket.priority} | Priority (Low / Normal / High / Emergency) |
%{ticket.url} | Direct link to the ticket (staff-side) |
%{ticket.client.url} | Direct link with auth token (client-side) |
%{today} | Current date in the system timezone |
%{signature} | Active signature (department or personal) |
Client
| Variable | Expands to |
|---|---|
%{ticket.user.name} | Customer's full name |
%{ticket.user.firstname} | First name only |
%{ticket.user.email} | Customer email |
%{ticket.user.phone} | Phone (if on file) |
Staff
| Variable | Expands to |
|---|---|
%{ticket.staff.name} | Assigned agent's name |
%{ticket.staff.firstname} | Assigned agent's first name |
%{ticket.staff.email} | Assigned agent's email |
%{ticket.staff.signature} | Personal signature block |
Department & SLA
| Variable | Expands to |
|---|---|
%{ticket.dept.name} | Department name |
%{ticket.dept.signature} | Department signature |
%{ticket.sla.name} | SLA plan name |
%{ticket.due} | SLA due date |
Conditional Blocks
Wrap content in %{if ...}...%{endif} for conditional content:
%{if ticket.priority == 'high'}This is a high-priority ticket.%{endif}Use this to make one template work across multiple cases — e.g., show a different footer in urgent tickets vs. normal ones.
Resetting to Default
If you break a template and want to start over:
- Open the template in the editor
- Click Reset to Default at the bottom of the form
- Confirm
The template is restored to its shipped content. Your other templates are untouched.
Template Sets (Themes)
Each template belongs to a template set (also called a "theme"). The default set is the Deskuss one. You can create additional sets to switch all templates at once — useful for re-branding (e.g., a "White Label" set with no Deskuss mentions).
Creating a New Set
- Go to Emails → Templates
- Click Template Sets
- Click Add New Set
- Name the set (e.g., "White Label")
- For each of the 13 templates, create a new version in this set
- Save
Switching the Active Set
From Emails → Templates, pick the active set from the dropdown at the top. The new set becomes the source of truth for all outgoing notifications.
Disabling a Template
To stop a particular notification from being sent at all:
- Open the template
- Set Status to
Disabled - Save
Common uses:
- Disable the New Ticket Alert if your team is small and gets too many notifications
- Disable the Internal Note Alert to reduce noise on notes
- Disable the Overlimit Notice if you don't enforce per-user ticket limits