Email Template Customizations Enable Branding and Personalization

Discussion created by on Jun 17, 2016
Latest reply on May 7, 2018 by Aaron March

Email is a big part of your service team's communication. It's how you collaborate with your users on their service requests, notify them on status updates, and maintain a great service experience. As of today, Samanage email templates can be customized to your team's preferences. Customization is available for all emails in the incident lifecycle and includes global email settings for subject, header, signature and footer. With this new feature, you can create a corporate email signature or allow each service provider to customize his/her own emails.

What are the benefits?
Email customization allows you to modify system generated emails to align with your corporate branding and usage guidelines. Personalization helps drive adoption by your service requesters and increases productivity and usability.

Here are a few use cases:

  • A service organization may want to name service interactions as 'Tickets' instead of 'Incidents' or customize the call to action for certain communications.
  • Publish a general 'How to Contact Us' guideline in each email's header or footer.
  • Customers can use email templates to communicate important service announcements to their customers, such as hours of operations surrounding holidays.
  • Organizations can standardize email footers to include compliance, confidentiality, or any other legal notices.

What can be customized?

  • Email header, signature and footer
  • Organization wide email signature
  • Individual user signature (if enabled)
  • Email templates for:
    • Incident Created by Requestor/Assignee
    • Incident Changed for Requestor/Assignee
    • Incident Commented for Requestor/Assignee
    • Approval Task Created
    • Customer Satisfaction Survey
    • SLA violation
    • Incident Resolved for Requestor/Assignee
    • Task Created via Incident/Workflow
    • Task Reassignments

How to add a global or personalized email signature
There are two settings:

  • Global Sections are sections of an email that apply across all emails - the header, footer, and signature.
  • Email Templates apply to the email body and are applicable to specific email notifications generated in response to an event.

Let's create a Global Email Signature.

  1. Go to Setup, then click on the Email Customization panel
  2. Click or hover your mouse over Signature and click the pencil icon. This displays the Edit Global Email Signature page illustrated below.
  3. Place your cursor in the Signature box and change 'Respectfully' to 'Thanks'.
  4. Preview your changes by clicking the preview button as illustrated below.
  5. You can always click Reset to default to revert  to the default layout, otherwise click Save at the bottom left of page to propagate the change to all users. The Global Email Signature is applied by default unless a user has created a personal email signature.

Now let's create a Personal Signature.

  1. To add a Personal (user) Signature, make sure that checkbox labeled Users permitted to customize their personal signature is checked on the Edit Global Email Signature page as previously illustrated.
  2. Click on your profile card on the top right. This usually displays your initials, avatar, or picture, and then click My Account.
  3. Scroll down to the Email Signature box and edit the text by placing your cursor in the box as illustrated below.
  4. You can always click Reset to default to revert to the default layout, otherwise click Save at top of page.


How to customize the email body
Let's edit the Incident Created template.

  1. Start by navigating to Setup, then click on the Email Customization panel.
  2. Scroll down to Email Templates and click or hover your mouse over Incident Created for Requestor. Click on the pencil icon which displays the Incident Created template for requestor page as illustrated  below.
  3. Email variables, displayed in the right side bar, are used to add event specific information to the email. For example, these variables can personalize an email by adding the service requestor's name.
  4. Add the requestor's name to the email body text by hovering over {{requestor_full_name}} and clicking on Copy (in blue font to the right) this will save it to your clipboard.
  5. Move your cursor to the Email Body Text box and paste the variable before {{main_event}}. Then add some custom text (e.g., your response hours) as illustrated below.
  6. Click the Preview button to see your changes.
  7. You can always click Reset to default to revert to the default layout, otherwise click Save at the bottom of the page.


Email customization creates a more personal experience - go ahead, make it yours!


At your service,
The Samanage Team