HTML Email Templates - ConnectWise

Edcel Ceniza Updated by Edcel Ceniza

If you are going through our Onboarding process, or are just looking at how to recreate the same emails we have in our Support Portal, you've come to the right place!

You can watch the below video to learn how to add DeskDirector email templates to ConnectWise, and read on for more information.

This article will give you the basics on how to add an HTML template to your ConnectWise emails. Please note that HTML knowledge is required. 
While the below video uses an previous version of DeskDirector, it still includes relevant information on how you can add email templates in ConnectWise.
Where can I get the email templates? 

You can find the template code here.

You can see the template here.

Is there anything I need to edit?

We recommend you edit the template to reflect your own company style, however, the key things you will need to change are the following:

- The logo at the top. Please replace the logo URL with your own company logo

- The Global Magic Token. You will need to replace the "YOUR GLOBAL MAGIC TOKEN GOES HERE" field with the URL that you get from your Admin Console under the Passwordless tab.

How do I paste it into ConnectWise? 

You will need to paste the HTML template wherever your ConnectWise email templates are set up. This is usually at the Status Level, under:

System > Setup Tables > Service Board > {Board you want to set up emails for} > Statuses > {status that you want to set up emails for} > Email Template Setup

Please note that this might vary depending on your ConnectWise setup. 

What is the [contactfirstname] token? Do I put something in here?

This is a token that ConnectWise will recognize and automatically replace this with the contact's first name when the email gets sent out. You don't need to replace this. 

Under the ConnectWise emails, you may notice a URL that points to the ConnectWise portal. In order to change this, you will need to go to

System > Setup Tables > Portal Configuration > {Portal you want to edit the URL for}

then enter the URL for your DeskDirector instance under the Default Overrides > Customer Portal URL section. 

I don't know how to use HTML, can you help me?

We recommend you ask people in your company if they have this knowledge, alternatively, there are a lot of free resources and courses. One example is W3Schools.

Inline images are not visible in email notifications when the ticket note was created from ConnectWise

There is currently no way to make inline images visible in your DD email notifications if the note was originally created in CW.

Inline images on your email notifications will be represented by a hyperlink to the image, the hyperlink will look like this - [image]

If you want to see your inline images in your email notifications, the recommended workaround is to use DD to enter notes with images rather than CW


How did we do?

Email Templates Auto Login Link

HTML Email Templates - Autotask