Email templates

What are email templates?

Email templates can be defined as preformatted email structures. Users can add text, images, and videos to them, and they’re usually fully customizable.

Email template customization

What are email templates used for?

Email templates are an essential part of reliable service ticketing software. They are typically used for sending out email newsletters or automatically generated emails, such as confirmation emails, password reset emails, and so on. They’re mainly used for marketing and sales purposes. However, they can also be informational or tech-related.

Asos post-purchase email template

What types of email templates are there?

In terms of formatting, there are two types of email templates: HTML and plain text. 

HTML email templates

HTML email templates enable users to get creative with their emails. In addition to supporting various types of layouts and media, such as images and videos, they’re also compatible with different kinds of call-to-action buttons. HTML email templates are generally used for marketing and sales purposes as they’re more flashy and aesthetic. They usually contain less text and more media.

Plain text email templates

Plain text email templates are relatively simple and limited in their appearance. They don’t support complex formatting as they’re mainly used to convey short messages (3-4 lines of text) and focus more on the content of the email rather than its aesthetics. They’re generally used when sending out email confirmations, password reset links, or order tracking links.

Password reset email LiveAgent

What types of email templates can you create in LiveAgent?

LiveAgent help desk software offers two types of email templates. 

Agent email templates

Agent email templates are preconfigured email messages sent to agents when a particular type of event occurs. For example, agents can receive these automated emails when:

  • A customer replies to a ticket that they’re assigned to*
  • A ticket is assigned to them*
  • A new ticket is created (Sent to the agent when a new ticket is created in any of their departments.)
  • They request a new password (This email contains a password reset link.)
  • They click on the forgot password link (The email contains a password reset link.)
  • They’re added to a LiveAgent account (Sent to the agent when the account admin adds them to the system. This email contains a link to set up their password.)

*These emails are not sent when the agent is logged into the system.


Customer email templates

Customer email templates are also preconfigured email messages. They are sent to customers when a specific type of event occurs. For example, customers receive these automated emails when:

  • They receive a reply from an agent regarding an existing ticket 
  • An agent creates a new ticket 
  • An agent forwards them a message
  • Their tickets are resolved
  • They choose the “send chat transcript” option during a live chat session
  • They receive a reply to a forum message or suggestion (This email also contains an unsubscribe link.)
  • They register in the knowledge base (This email contains a password setup link. It also serves as a customer email verification. Customers using fake email addresses won’t be able to set up their account password.)
  • They click on the forgot password link (This email contains a password reset link.)

Are LiveAgent email templates HTML or plain text?

LiveAgent ticketing software enables users to create both HTML and plain text email templates. In addition, we offer a WYSIWYG (What You See Is What You Get) editor that makes it easy to stylize and format HTML email templates. The WYSIWYG editor supports images, different fonts, colors, links, attachments, and so on.

Save time with email templates

Create beautifully formatted email templates with our WYSIWYG editor. Try it today for free. No credit card required.

How do I create an email template in LiveAgent?

  1. Log in to LiveAgent.
  2. Click on Configuration (cogwheel icon).
  3. Select Email.
  4. Click on Customer templates or Agent templates.

5. Select a template that you want to edit by clicking on the Edit button (pencil icon).
6. Choose if you want your email to be in HTML or plain text format by clicking on the <> or A buttons.
7. Edit the template with the available variables on the left-hand side according to your liking.


8. Test the email template by clicking on Test. Then, scroll down, and press Send.
9. When you’re satisfied with the look and contents of your email template, press Save.

Why are email templates beneficial for businesses?

Email templates are valuable for businesses and organizations in all verticals. They help you save precious time and money and don’t require any coding skills!

Save time

Email templates are pre-formatted and automated. This means that once you create an email template, it will be automatically sent whenever the event conditions are met (for example, when a customer clicks on the forgot password button). This saves you tons of time, freeing you from manual tasks and responsibilities. For instance, you won’t have to worry about sending out follow-up emails or password reset links manually.

Don’t require coding skills

Email templates are very beginner-friendly. You don’t need to have any coding experience or design knowledge to create them. Our WYSIWYG editor makes it easy to design your email templates from scratch. By creating all your email templates in LiveAgent ticketing software, you’ll ensure all your email communications have a uniform look and feel.

WYSIWYG editor in Help desk software - LiveAgent

Saves money

When you free your agents from manual, repetitive tasks that can be easily automated, you save money. Instead, your agent’s primary concern should be increasing customer satisfaction by creating unforgettable experiences– answering queries quickly, professionally, knowledgeably, and in a personalized manner. Creating email templates can help you and your agents do just that so they can focus on what’s essential — nurturing customer relationships.

  • Partly

    Roman Bosch

    Partly

    It’s a pleasure to have a great portal that improves our customer service.

  • HostingAdvice.com

    Christine Preusler

    HostingAdvice

    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • covomo

    Karl Dieterich

    Covomo

    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • HEWO

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • WebMaster Deals

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time improved by 60%.

  • XperienceHR

    Taras Baca

    XperienceHR

    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • TAZAR Group

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • The Workplace Depot

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • CSI Products

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Lucky Bike

    Christian Lange

    Lucky-Bike

    With LiveAgent we’re able to give our customers support wherever they are.

  • Projure

    Jens Malmqvist

    Projure

    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • Websignal

    Catana Alexandru

    Websignal

    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

  • All British Casino

    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

  • Norske Automaten

    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Study Portals

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • TypoAssassin

    Peter Koning

    TypoAssassin

    We love LiveAgent - it makes supporting our customers easy.

  • Factorchic

    Aranzazu F

    Factorchic

    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • MyFutureBusiness

    Rick Nuske

    MyFutureBusiness

    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • 123 Nakup

    Vojtech Kelecsenyi

    123-Nakup

    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Betconstruct

    Rafael Kobalyan

    Betconstruct

    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Atomer

    Martin Drugaj

    Atomer

    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • AVMarket

    Ivan Golubović

    AVMarket

    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • Antalya Consulting Language Center

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • tekRESCUE

    Randy Bryan

    tekRESCUE

    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Marietta Corporation

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • eFortuna

    Mihaela Teodorescu

    eFortuna

    The support team always responded promptly with quick to implement solutions.

  • TrustPay

    Hilda Andrejkovičová

    TrustPay

    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • Nay

    Alexandra Danišová

    Nay

    We see LiveAgent as a great tool for communicating with customers.

  • m:zone

    Samuel Smahel

    m:zone

    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • Volterman

    David Chandler

    Volterman

    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

Knowledge base resources

Want to learn more about customizable email templates? Check out our collection of knowledge base articles or our specially curated email templates for every occasion. 

Youtube video: LiveAgent Product Tour

Ready to create email templates?

Save time by creating beautifully formatted email templates with our WYSIWYG editor. Try making your very own email templates today with our free, all-inclusive 14-day trial.  No credit card is required.

Try LiveAgent Today​

We offer concierge migration services from most of the popular help desk solutions.

3,000+ reviews Trustpilot GetApp G2 Crowd

Frequently asked questions

What are email templates?

Email templates can be defined as preformatted email structures. They’re typically fully customizable and allow users to add their content into them, such as text, images, and videos.

What are email templates used for?

Email templates are typically used for sending out email newsletters or automatically generated emails, such as confirmation emails, password reset emails, and so on. They’re mainly used for marketing and sales purposes. However, they can also be informational or tech-related.

What types of email templates are there?

In terms of formatting, there are two types of email templates: HTML and plain text.

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

×
Schedule a one-on-one call and discover how LiveAgent can benefit your business.

We’re available on multiple dates

Schedule a demo