Adding or editing notification templates

IMPORTANT  Kaseya Helpdesk does not assist in creation, modification, or troubleshooting of custom HTML notification templates!

To add or edit a notification template, do the following:

  1. To open the page, use the path(s) in the Security and navigation section above. Click the tab corresponding to the type of template you'd like to create. For the tab corresponding to the event, refer to Events that can trigger notifications.
  2. Click New. The Notification Template window opens.
Field Description
Name Enter a name for the template.
Description Enter a description.
Active Templates are Active by default, but you may clear this option.
Use for Quick Notes If you want this template to be the default template for all Quick Notes, select the check box. Refer to Selecting a default notification template for quick notes and quick time entries.
Associate with these Events Using the available check boxes, select the events for which you'd like to make this notification template available. The list of events will depend on the area tab you selected. Refer to Events that can trigger notifications.

NOTE  The tab on which a template is created will determine its availability for use with workflow rules. All templates created for a Service Desk entity will be available for all Service Desk events and workflow rules.

NOTE  If the notification template references a quote, it will pull values from the primary quote associated with the opportunity.

Email Message
Email Subject

The text entered here will automatically populate the Subject Line field in the email but will remain editable. You may also use variables in the Subject Line.

NOTE  If you want emails related to a ticket to appear in conversation order in your email program, you must follow the rules explained in Displaying emails in conversation order.

NOTE  The character limit for the Subject Line is 500. If the content of a variable, for example, Ticket: Description, exceeds the character limit when used in the Subject Line, the Subject will truncate at 500 characters.

Email Format The Email Format selection you make determines the type of notification you can create. If you select Plain Text Only, you'll be able to create a text notification, but formatting options will be limited. If you select HTML/Text, you can create HTML and text versions of the same notification. This option is recommended when you are sending notifications to recipients with mixed ability to display HTML. Refer to Email format options: HTML or plain text.
Email Body

Enter the body of your notification email. You can generate the text in your preferred software and copy and paste it into the Email Body panel. If you have selected the HTML Email Format, you may copy your email body into the Email Message (Plain Text) area using the Copy from Email Message (HTML) function.
For detailed information on creating HTML notifications, refer to The HTML editor.

IMPORTANT  Inline images in emails that were converted to tickets will remain inline. Images attached to converted emails will become available on the ticket's Activity tab. Links to external images will not be converted.


To add variables to the template, place the cursor in Subject or Body and double-click the variable to insert it. Refer to Using variables in the HTML editor.
For a complete list of available variables in each set refer to:

List of Autotask Variables

If you include variables that use a Rich Text format, you must select the HTML or Text option under Email Format for the Rich Text formatting to be applied. If you select Plain Text Only, the plain text version of the variable will be used.

NOTE   You can send ticket note and ticket time entry notifications that Include Attachments in Email to the notes or time entry by adding the following variables to the notification template:
• [Attachment: Attachment Name (with link)]
• [Attachment: Attachment File/Folder/URL (with link)]

NOTE  To personalize the notification, add the Resource: Photo or the Miscellaneous: Initiating Resource Photo variable to your notification templates.

Send Email From

This field determines the email address that is used as the Sender address in the notification email.

Choose the email address you would like to use as the outgoing sender. Depending on the context, the following options are available:

IMPORTANT  Replies to notification emails will come to the selected email address. Make sure that the mailboxes are watched or the emails are properly redirected.

Option appears as: Available on: Use to select as the sender:

Initiating Resource

Notification Templates

The Primary Email Address of the individual user who initiated the event that triggered the notification.

IMPORTANT  Be aware that when clients reply to notifications, they are now the "initiating resource" but may not have authorized Autotask mail servers. This may cause bounce back issues. It is always safer to select the organization's support email address.

Initiating Resource (however, if the selected notification template has an "Other Email" option, that will be used)

Workflow Rules

No (this means: don't use your local organization's support email address)

Service Call Default Settings

Sender's Name <Sender's Email Address>


Entity notification default settings

The sender's Name and Primary Email Address.

This is the most personal option. When using it, keep in mind that any replies will be sent to that address.

Form Templates

Your organization's support email address

Notification Templates

Your organization's Support Email Address.

Refer to Configuring a support email address default.

Yes (this means: use support email address)

Service Call Default Settings

<Support Email Address>

Workflow Rules

Send email from <your organization's group email box>

Manual notifications using a Notifications tab or section

Send From (Name) <Support Email Address>

Entity notification default settings

The Send From (Name) configured for your organization's support email address in combination with the Support Email Address.


Form Templates

Sender's Name, followed by the support email address

Entity notification default settings

Your local organization's Support Email Address with the initiating user's Name.

This option appears personal but ensures that any replies will be sent to the support group inbox. Refer to Configuring a support email address default.

Form Templates

<Support Email Address> with Initiating Resource's Name

Notification Templates

Use notification template's setting

Entity notification default settings

The sender selected on the notification template.

This option should be chosen to ensure consistent messages to go out.

Form Templates

Service Call Default Settings

Workflow Rules

Alternate Send From Email Address

Notification Templates

An Alternate Send From Email Address configured for the receiving organization.

If this workflow rule applies to a specific organization only and you have configured Alternate Send From Email Addresses for the organization, you can select one from the drop-down control. Refer to Alternate Send From Email Addresses.

Workflow Rules


Notification Templates

Any email address.

This option can only be selected on the notification template. You can enter any email address and name. On a template that was selected on a workflow rule, it will override the Initiating Resource if one was selected on the workflow rule.

EXAMPLE  One way to use this option is to set up a group email for your sales team (such as and use it on CRM notification templates, where your support email address would be inappropriate.


Form Templates

To make no selection and leave selecting the sender to the individual user.

The form template will not populate the Sender field on the Notification panel of the entity, and users will need to make a manual selection.

Send Test Email to Enter your email address and click Send Test Email to send a sample notification to your email address.
  1. Click Save & Close.