Fully customized automated emails

cnikkih

Is there a way to better customize automated emails?

Backstory: We have an intake form where our users are able to enter a ticket for our team. We want to provide some transparency and a view to that request - status, priority, etc - without giving them access to the sheet itself because we have a ton of working columns that would make unusable for our customers to just see the relevant updates they need.

So I created an report. When we accept a ticket and begin working on it, an email is triggered to the user letting them know they can track the ticket in that report. We have to send a few of the fields from the sheet to them (Ticket #, Priority, Status, Summary), so we can't choose to send it as "Message only", we've chosen "Links to sheet and specific fields."

All that to say... we need to be able to remove the link to the sheet itself, just provide the details from those fields, but without anything clickable in the email. As it stands, I continually get "requests" for access to that sheet, but it is just users clicking a link that we sent to them. So I can't really get mad about it. We also send a link to the report in the text of the email, but it's a long ugly link. And finally... the fields that we choose show up in column order L to R, so we have to leave our sheet columns in a less-than-ideal working order so that the display order on emails is not confusing to our users.

To sum up: We need to be able to better customize automated emails. Is there a way to only send info from a few fields without making the info clickable, and to make the link to the report NOT a long ugly string of text? And also, can we choose the order these fields are displayed?

KPH

Could you include the fields that you want within the message body and send this as "Message only". You can use {{ and }} around the field names to put the field names right in the email body, like this:

About the ticket:

Sector: {{Sector}}

Team: {{Team}}

Request Info: {{Describe request (multi)}}

KPH

Could you include the fields that you want within the message body and send this as "Message only". You can use {{ and }} around the field names to put the field names right in the email body, like this:

About the ticket:

Sector: {{Sector}}

Team: {{Team}}

Request Info: {{Describe request (multi)}}