Skip to main content

I'm having trouble with the subject of reminder emails - Knowledgebase / Deskpro Legacy - Deskpro Support

WARNING: You're browsing documentation for an older version of Deskpro. Consider upgrading to Deskpro Horizon

I'm having trouble with the subject of reminder emails

Authors list


We’ve configured our helpdesk to send reminder emails to users if a ticket is in the awaiting user status for 1 week (using the default template). When the helpdesk sends the email the subject is always "REMINDER: {{ticket.subject}}" instead of using the actual subject.



To fix this:

1. In Setup > Languages, select your language and click Edit Phrases.

2. Under User Interface Phrases > Email Subjects, edit the Custom Phrase column of user.email_subjects.remind_unresolved_subject and user.email_subjects.remind_unresolved_final_subject and enter "REMINDER: {{subject}}".

3. Go to Tickets > Statuses > Awaiting User, and click Edit template.

4. Edit the subject of the template to be:

{{ phrase('user.email_subjects.remind_unresolved_subject', {subject: ticket.subject}) }}


5. If you have enabled the second warning, repeat steps 3 and 4 for the Final warn about awaiting ticket template, changing the subject to be:

{{ phrase('user.email_subjects.remind_unresolved_final_subject', {subject: ticket.subject}) }}


Helpful Unhelpful

43 of 96 people found this page helpful

Add a comment

Please log in or register to submit a comment.

Need a password reminder?