How to customize the layout and content of email notifications

Mojo Helpdesk allows admins to customize layout and content of email notifications.

Email notifications are classified into two categories:

• System notifications: Emails sent to help desk staff, including the password reset email (sent both to staff and contacts)
• Emails sent to contacts via a Mojo bot

This article covers customizing the first category, system notifications.

System notifications

System notifications are emails automatically sent by Mojo Helpdesk to keep staff informed about ticket activity. They also include essential account emails, such as the password reset message sent to both staff and contacts.

• Agents must have an admin role to control the layout and content of system notifications
• System notifications cannot be disabled. Although each agent can customize their personal notification preferences.

How to customize system notifications

1. Click the waffle icon in the upper-right corner
2. Select Account administration
3. Navigate to Help desk > Email customization

On this page, you’ll find two tabs:

Email layout

The email layout tab controls the overall design and structure of the notification emails.

Any changes to the email layout will also be applied to Mojo bot notifications.

This section includes the following sub-tabs:

• Preview: Displays what the email will look like
• Edit HTML body: Customize the overall design of email notifications using HTML such as:
  • Fonts, sizes, and colors
  • Background and border colors
  • Header, footer, and logo placement
  • Padding, margins, and spacing
  • Shadows, borders, and overall styling
• Edit text body: Edit the plain-text version of the email, used when the recipient’s email client does not support HTML

Email content customization

The email content tab controls the subject line and message body for individual notifications.

Variables can be inserted into these notifications to include dynamic content. Details such as the assignee name, original ticket info, message history, or even custom fields can be added to the notification.

To edit a notification, first select the specific notification from the list.

• Emails to Staff
  • message added
  • new ticket created
  • ticket has been assigned 
  • ticket has been re-assigned
  • staff note added
• Emails to Everyone
  • forgot password

Next, configure as needed. Similar to the email layout, this section includes multiple tabs:

• Preview
• Edit subject
• Edit HTML body
• Edit text body

Tip: After making any changes, send a test email to confirm formatting and content.