Get Started with Email Template Engine - DeskDirector

This article shows how to customize emails sent from DeskDirector, these emails includes:

  • Approval
  • Portal token login
  • Portal reset Password
For other email customization please check HTML Email Templates - ConnectWise or HTML Email Templates - Autotask.

Create a Template

A DeskDirector email template is made up with HTML content with variables that will be replaced with real data during rendering. E.g:


Hi {{ Contact.FirstName }}, use {{ Token }} to sign into our portal.

renders to:

Hi John, use 12345 to sign into our portal.

You templates can be edited in the admin console. To get started, go to your admin console -> Labs (under Advanced group) -> Email Templates.

Check the Use custom templates box to enable this feature.

When this feature is not enabled, or a template hasn't been created or is empty for a give email type, DeskDirector will fall back to use the built-in generic templates.

The easiest way to create a template is to import a sample template then customize it to fit your need.

To do that, select a template that you want to customize in the list, e.g. Portal Passwordless Token, then select From sample...

Then select a sample from the drop down and click Import.

Modify the imported content in the HTML editor, click Publish when the template is ready to go live or you can save it as a draft to edit later.

Use Variables

A variable looks like this in the template

{{ Contact.FirstName }}

Where Contact is an object and FirstName is a property of the object.

To add a variable, place cursor in the insert position, then select a variable from the variable list then click Insert.

Preview a Template

Preview feature can be used to verify the template before setting it live. Select Options -> Test Template to preview.

Select a contact or ticket (for approval emails) in the pop up.

Inspect the rendered email in the preview area.

In the preview, the variables Token, ResetUrl, ApprovedBy and DeclinedBy do not use the actually data.


Template language for DeskDirector Email Template

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