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Cases: changing the default template for the 'create email' action

  • 21 February 2023
  • 7 replies
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peterj23
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When working in cases, is it possible to change the default email template connected to the ‘create email’ action? (image below).

 

Thanks!
Pete

 

 

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Best answer by Kandy Beatty 21 February 2023, 17:06

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Kandy Beatty
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HI @peterj23 

You can change that under System Management> Email Templates.

The Screen ID is CR306015

 

However, you can choose a different template for each email when you choose create email:

 

Kandy ~ If a member helped you, please *Like* their post, and if a member provided an answer to your question, please mark it as *Best Answer*.
peterj23
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Hi @kandybeatty49, thanks for the reply!

I should’ve mentioned in the original post, but I already checked and couldn’t find a template associated with CR306015:

At the moment we are doing exactly as you suggested (changing the template manually for each email), but I’m hoping to eliminate this step. We use a single template for most of our case emails 

Kandy Beatty
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Hi @peterj23 

You could create one. Here is the one from the demo site:

 

Kandy ~ If a member helped you, please *Like* their post, and if a member provided an answer to your question, please mark it as *Best Answer*.
peterj23
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Thanks so much for your @kandybeatty49, but unfortunately I couldn’t get it to work

I was able to create the new template, but I don’t know how to make it the default template for the ‘create’ email action.

Kandy Beatty
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Hi @peterj23 

In the CRM module, I do not know of where you can make a default. The system wants to allow for templates so that various case templates can be used. 

Kandy ~ If a member helped you, please *Like* their post, and if a member provided an answer to your question, please mark it as *Best Answer*.
D
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Hi @peterj23 

In the CRM module, I do not know of where you can make a default. The system wants to allow for templates so that various case templates can be used. 

I believe this is the actual answer for the original question. There doesn’t seem to be a way to make a default email template for the Create Email action from Cases. Not the answer I was hoping for, but seems like the answer...

K2a
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Hi @peterj23 

In the CRM module, I do not know of where you can make a default. The system wants to allow for templates so that various case templates can be used. 

I believe this is the actual answer for the original question. There doesn’t seem to be a way to make a default email template for the Create Email action from Cases. Not the answer I was hoping for, but seems like the answer...

 

Do we know how to change the default email template for any processes?  I’d like to modify the ShipmentConfirmation….

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