A better email template for Zendesk

If you’re a new customer of Zendesk, you’ve probably noticed the bland default HTML template. The simple default is the best choice for those just starting out because it’s uncomplicated to read if you’ve got a basic understanding of HTML and inline CSS.

I thought I’d share a template that I’ve been using for a while now that might be helpful if you’re looking to add your company logo, office hours, contact information and social media channels.

First, lets take a look at what an email looks like with the Zendesk default template applied:

The template is pretty darn drab, don’t they?

When customers contact your company, they’re looking for something. Maybe they’re having trouble and need help, or they might be inquiring about buying something.

Don’t let the opportunity pass!

Putting the important details in your help desk email template is a great way to let your customers know about your customer community, social channels, support hours, and more.

Here’s what the template looks like with a revised template:

Example Screenshot of HTML template

The new template includes hours of operation, phone number, company logo, and links to the blog, help site and forums, Twitter, and Facebook.

If you want a more helpful email template for Zendesk, download the archive which contains all the necessary files you need and follow the instructions below.

Customize the Zendesk email template for your company

  • Open ‘companylogo.png’ in your favourite image editor and add your own logo. It works best if you keep your logo to a maximum height of 45 pixels.
  • Upload companylogo.png, social-facebook.png, and social-twitter.png to your company website.
  • Replace <a href=”http://YOURCOMPANY.COM”> with your company’s domain name.
  • The sample HTML file uses relative filenames in order for you to view the HTML. Before using the template, make sure you add the full URL (including the HTTP) to your uploaded images. For example: <img src=”./companylogo.png” would be <img src=”http://caninesoftware.com/companylogo.png” (assuming caninesoftware.com is your company domain name).
  • Look for and replace “http://www.facebook.com/YOURFACEBOOK” with your company Facebook URL.
  • Look for and replace “http://www.twitter.com/YOURTWITTER” with your company Twitter URL.
  • Look for and replace “[email protected]” with your company’s email address

Once you’ve finished customized the template with your company details, the only thing left to do is add the email template to Zendesk. You can do this by logging in as an administrator, then clicking Settings -> Channels -> Email. Then, delete the existing HTML in the “HTML Template” field and paste your new HTML. Remember to click ‘Save’.

If you have any trouble, let me know!
(and if you use the template, I’d love to hear your feedback.)

By : Ben /December 29, 2012 /Blog, Zendesk /7 Comments
  • http://arnaud.detheux.org Arnaud

    That’s a really cool trick Ben! Thanks for sharing.

  • Peter

    This is great, but I’m struggling to figure out how to get the template to expand and contract depending on he size of the pane it’s being viewed in.

    Standard, reduce view is great but when I full screen it, text is stuck to the left. Any input would be gratefully received :)

  • Ben

    Hey Peter, the template is hardcoded for a standard width… of course you can always adjust the table width=”” property to something else (ie 100%).

  • Homer Bartlett

    Thanks for this Ben, we like it! One question: How do you get the “IS THIS REQUEST URGENT” line bold? Presumably this is part of your new request notification trigger, but I tried using markdown in the trigger and that didn’t work.

    • https://ting.com/ Ben Lucier

      Hi Homer, thanks for the kudos. Although Zendesk will tell you not to do this, I’ll sometimes include HTML tags, like , , etc in the trigger itself. If you send me an email (contact), I’d be happy share the trigger text with you.

      • Homer Bartlett

        Bingo, thanks. Added some tags and worked like a charm. Thanks again!

  • Mike Dent

    Hi Ben, thanks for this, looks great. I’m just wondering if it has had any impact on your ticket reply going in to the recipients spam or junk folder?
    Perhaps as it contains several URL’s ? Just wondering.