Using template groups to create a branded support experience
Template groups in helpdesk support the concept of brands.
A set of templates dealing with front-end layout, design, and outgoing emails constitute a template group in the helpdesk.
Each template group is linked to a particular set of a user group (for which it is intended), carries its own brand name, has a linked default language and set of default ticket properties linked to it.
In essence, each group acts as a unique front-end with a customizable set of templates which can be modified to let you reflect a brand to your users and personalize the experience on the basis of the brand.