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emailtemplateshelpdeskV16
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Hemanth

Where can I create the email templates used for Odoo Helpdesk notifications, such as:

  • "Your ticket has been created - our team will get back to you soon"

  • "RE: {Ticket Number} - {Title}"

  • "Your ticket has been resolved"

  • "Please provide your feedback"

  • etc...

How can we send these emails automatically to the user who created the ticket? And, when a team member replies to a ticket, the response should use a predefined header and footer template, with the message content inserted between them before sending it to the user.

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Hemanth
Avtor

Thank you for your answer. But, in the email templates, I can only find three options: “Helpdesk Changed Stage Notification Email,” “Helpdesk Closed Ticket Notification Email,” and “Ticket Assignment.” There are no templates available for editing replies or for ticket creation.

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Intero Technologies GmbH, Chris Dominiak (Intero Technologies GmbH)
Best Answer

Hi Hemanth,

You can find the email templates in Settings -> scroll all the way down and click “Enable developer mode” -> click on Technical settings in the top right corner and then edit “Email templates.”

The default templates for the help desk should all start with “Help desk:” – you can then filter them.

To create a new template for the help desk, I recommend duplicating an existing template for the help desk—this way, you can transfer the necessary parameters so that the email template can be used correctly. Here you can then enter your content, including the header and footer (you can also set the footer as a signature on user profiles – this will then be automatically added to every email sent).


You can then set the created email templates on the individual Kanban stages in the help desk configuration – these are then triggered as soon as a message is moved to or created in the corresponding stage. This allows you to send an automatic confirmation of receipt to your customers when they open a ticket, for example.


I hope I have been able to give you some pointers.


Regards,

Chris Dominiak

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Ray Carnes (ray)
Best Answer

The Email sent when tickets arrive in each Stage is defined on the Stage:

Odoo 16.0:


Odoo 19.0:

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Cybrosys Techno Solutions Pvt.Ltd
Best Answer

Hi,

You can find the email templates used for helpdesk tickets by following a simple path inside Odoo:
    Go to Settings.
    Turn on Developer Mode so that the advanced options become visible.
    After enabling it, navigate to Technical → Email Templates.
    In the list, search for the helpdesk-related templates by typing keywords like helpdesk, ticket, or the specific action you’re looking for.

This will give you full visibility into all the automated emails triggered during the helpdesk ticket lifecycle, and you can open any template to review or update its content.


Hope it helps

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