Understanding how custom templates work
Here you can learn about the commonly used template sets, their purpose, and how they can be applied to your system.
It is recommended to test any template customizations on a template group which has been added solely for testing purposes (and has not been announced publicly). This ensures that any tweak can be tested and final results are visible to you prior to applying the changes to a live template group.
A template group consists of a set of templates dealing with front-end layout, design, and outgoing emails. Template sets can be accessed via Admin interface > Options > Templates > Templates.
Below is a list of commonly used template sets, important templates they contain, and purpose of those templates for your reference:
General
This template set contains templates dealing with support center layout and those templates which are not app specific.
| Important templates | Purpose |
|---|---|
| header | Support Center header (general layout of elements) |
| clientcss | Original CSS file for a template group. Controls the look and feel of the template group. |
| customcss | Empty CSS file. Any code entered here overrides original code specified in clientcss. Learn more about editing templates best practices. |
|
emailnotification_html emailnotification_text |
Staff notification email. Check available variables here. |
Tickets
This template set contains templates dealing with ticket submission and outgoing ticket app specific emails.
| Important templates | Purpose |
|---|---|
| submitticket_departments | Department selection page on Support Center. |
| submitticket_form | Ticket submission form. |
| viewticket | |
|
viewtickets_list |
Ticket list display. |
|
email_* (For example, email_autoresponderhtml) |
Outgoing emails. Name imply their purpose. HTML is only allowed in templates ending with HTML postfix. |
Live support
This template set contains templates dealing with live chat badges and chat window specific templates.
| Important templates | Purpose |
|---|---|
| chatheader | Chat window header (general layout of elements) |
| chatlanding | Online chat window |
| leavemessage | Offline chat window |
|
proactivechatdiv |
Proactive chat box |
|
chatbadge |
Site badge |
| chatimage | Live chat button |