Create your template

When using the support module in webCRM, you can choose the template that needs to be used as an auto-reply, that the customer receives, after sending an e-mail to your support department.

To create an e-mail template go to Utilities --> Templates --> E-mail templates and click on the blue Create button in the right side of the screen.

For the best and most HTML compatible setup, we recommend using the Drag & Drop editor for e-mail templates.

Once you've given the template a name, make sure the Merging is Support case.

In your template you can use merge fields, for example the name of the contact person, ticket number or other information, that might be useful for the case:

When making the template, under the General tab is where you choose the template to be an auto reply. It's important to do this first, to get the correct merge fields.

NOTICE: When choosing a templtae as auto reply, only ticketnumber can be used as a merge field!

All other merge fields such as Name etc. can only be used in regular templates, once the supportcase has entered webCRM, because it's not until that point, the case is linked to a Person and an Organisation.

The subject field will also be locked with Subject + Ticket, due to the fact that all incoming e-mails should be on the correct cases.

An example of a text to an auto reply could look something like this:

Hi!
​
Thank you for your inquiry with ticker number (xx)

We will get back to you within 24 hours - you can find articles and helpful videos in our helpcenter here.

Best regards,

webCEM Support Team

In addition to an auto reply, we recommend that your support department also has a default template to answer the supportcases with. In this template you have the opportunity to choose multiple merge fields, such as Name of the receiver and Name on the User sending the e-mail etc.

We highly recommend using the merging field (*EMAIL-CONTENT*) that you can find under Miscellaneous fields.

You can read more about why the merge field with Email-Content is recommended, in this article on how to reply to a supportcase.

Go to Support / Supportcase module, and in the upper right corner, click on the envelope icon, that signifies default templates.

Here you also have the opportunity to choose five Favourites, that can be easy accessed when replying to a supportcase.