Configuring Email Templates

The system sends automatic emails to your customers when the submit a ticket via email or via the Storefront. These emails can be re-branded based on your organization identity.The configuration of the email templates is performed in BSS Setup area in the section Administration > Notifications > Customer Notifications > Group "Cases".  The notifications you must re-brand are the following:

• Ticket Submission via Email - Automatic Reply. This notification is sent to the customer when he submits a ticket by sending an email to your support department. 
• Ticket Submission via Storefront - Automatic Reply. This notification is sent when a customer submits a ticket via Storefront. 
• Ticket - Public Reply. This notification is sent to the customer when one of your support engineers replies to your customer from case details page.