Customer service ticketing email

Accesible from

  • Admin Console:┬áSite Manager > System E-mails > Customer Service Ticketing
  • SFTP & Develop Mode: /Layouts/OutboundEmails/CSF.html

Renders these tags

{tag_casetag}Tag associated with the case
{tag_emailaddress}User's e-mail address
{tag_recipientFirstName}First name of the user that submitted the case
{tag_recipientLastName}Last name of the user that submitted the case
{tag_recipientname}Full name of the user that submitted the case
{tag_siteurl}URL for the site associated with the case
{tag_createdate}Date when the case was created
{tag_caseid}Case ID
{tag_subject}Case subject
{tag_assignedto}Name of admin assigned to the case
{tag_status}Case status, possible values are New / Open / Re-Opened / Escalated / Closed
{tag_filelist}List of files associated with the case (uploads/attachments, found for each CRM user with a casehistory, under "Related Files")
{tag_threadcount}Number of threads (messages) associated with the case (if 4 messages were sent by the assignee to the case owner, then 4 will be outputted)
{tag_threadlist}List of threads/messages (displayed like this)
{tag_threadlast}Latest message in the case
{tag_customerstats}outputs an image displaying the case age (days, hours & minutes), name of admin assigned to the case and case status (Example)