In my last post I discussed HelpSpot’s default Email Templates, when they are used and how to modify them. With the release of version 2.6.0, it is now possible to override these default templates providing further customization and flexibility to your organization. This is particularly useful for companies that have multiple domains or mailboxes that are managed in a single HelpSpot installation.
Practical Application
You may be wondering, why would you want to over-ride your default templates. Let’s say you had one mailbox for servers@yourcompany.com and one for help@yourcompany.com. Keeping your clients informed of server changes is important to your customer service, so you might want to have an auto reply for servers@yourcompany.com, which contained links to the network up time, & traffic reports. On the other hand, help@yourcompany.com needs to include the support hours and links to your Knowledge Books & password resets, to promote customer self-service.
Let’s take a look at how resolve the above scenario.
Mailboxes and their templates are found under Admin ->Mailboxes.
- The first step is to configure or modify the mailbox for the email address servers@yourcompany.com.
Once the account is established and tested, we’ll can configure our mailbox specific templates. - Scrolling down to the Email Templates section. You’ll notice that here again we have four configurable
templates associated with this email account. We’re going to configure the Auto Reply to meet the requirements above.
- Click on the arrow to the left of the Auto Reply option.
- Add the content & placeholders to both the HTML and the Text version of the automatic response.
- Optional: Make additional content changes to any or all of the other templates in this area.
- Click on the save edits button, to save changes.
