Phrases

These can be accessed in two ways. Clicking on the blue reference block in the Template will option the edit window where the Phrase can be updated for all languages.

Alternatively all the Phrases can be accessed using the Phrases drop down field at the top of the page:

Variables

Variables will be indicated in the Template with red curly brackets, e.g. {example}:

You can open the Variable menu from the top right hand side:

Note

While looking at Ticket Variables, there will be an option to enter a Ticket ID to view an example of what the Variable will show for that ticket.

When you want to use a Variable within a Phrase, you use 2 curly brackets and then type whatever placeholder text you want in-between the brackets. Then the Variable section will pop up in the Phrase window (you may need to click submit and go off the Phrase and then go back into it). Next to your placeholder text you enter the actual Variable code (which you can find in the Variable menu) without any brackets, just the text string:

Media

This tab will allow you to easily add in images and attachments to your Emails.