To save some valuable time, you can create email templates in Outvio Desk. These templates can be automatically filled with variables grabbing the customer and order information.
Go to Settings and choose Template Library from the left-hand menu
To start with your first template, click on Add a template
Now you can create a title and body for your template.
On the right side, you can click on the available variables menu, and include which ones you would like to add to each template.
Here is an example of a template that can be used when a customer reports a lost order:
Feel free to create as many templates as you would like for any situation!
You can also use templates to send messages to customers automatically when specific ticket updates occur, rather than sending them manually.
See how to create routing rules HERE
Below is the full list of variables you can use in your email templates:
Company Name {{company.name}} | Your brand name |
Company URL {{company.url}} | The URL of your store |
Customer Name {{customer.name}} | First and last name of the customer |
Tracking URL {{tracking.url}} | The tracking URL of your Outvio tracking portal |
Order ID {{order.id}} | Order ID of the order matched to the ticket |
Secondary ID {{order.secondaryID}} | In case you have chosen to show a secondary order ID in your Shop Settings |
Order OTN {{order.otn}} | The OTN of the order to the ticket |
Order Currency {{order.currency}} | The currency the customer made the order in |
Return comment {{shipment.returnComment}} | Comment from the returns portal |
Return shipping label {{return.shipping.label}} | URL for the return shipping label in PDF |
Return Details {{return.details}} | Refund method, Return value, Shipping price, Bonus amount |