---
title: "Edit the notification templates that go out"
description: "Open the notification templates screen, edit the subject and the HTML body of a template per language, and use only the variables that template receives."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/the-va-mau-noi-dung"
---
Every email and every notification this system sends is built from a stored
template. This page walks the **Templates** screen and how to edit one without
breaking it.
## Goal [#goal]
A notification template carries the subject and the body you want a customer or
a colleague to read, in the language they read in.
## Before you begin [#before-you-begin]
* The screen opens for an **administrator** only; anybody else gets **Access Denied**.
* Know which template does what: a name starting with `ticket.` serves the ticket desk, the rest serve conversations.
* Know which switch decides whether that template is sent at all — [Configure notifications for the workspace](/en/quan-tri/thong-bao).
* Have the new body ready as HTML. The editor is a plain textarea, with no rich-text controls.
## Steps [#steps]
1. Open **Administration** → **Templates**. The table lists every template that
exists, one per row.
*The template list. The Edit button closes each row.*
2. Find the template with the search box at the top right, then press **Edit** at
the end of its row.
3. Look at the language tab strip at the top. Each language is a separate copy of
the same template; switch tabs to edit that copy.
4. Edit **Subject / Title**. On an email template this is the subject line a
customer sees in their mailbox.
5. Edit **HTML Content**. The box takes HTML with EJS tags in it, so leave the
surrounding markup alone when you are only changing wording.
6. Read the **Available Variables** block at the foot and use only the names
printed there. The list changes with the kind of template.
7. Press **Save**. The console confirms and leaves you on the language tab you were
editing.
8. Repeat steps 3 to 7 on each remaining language tab. Every language copy saves on
its own, and editing one leaves the other untouched.
A ticket template receives the variables below. `<%= %>` prints escaped text,
`<%- %>` prints raw HTML:
```html
Hello <%= contactName %>,
Ticket <%= ticketId %> — <%= title %> has a reply from <%= replierName %>.
<%- replyContent %>
```
## Verify [#verify]
Go back to **Administration** → **Templates** and reopen the template: **Subject
/ Title** and **HTML Content** hold the new wording. Then cause a real event —
open a test ticket in a department whose notifications are on — and read the
mail that arrives. If the mail prints the literal `<%= contactName %>` instead
of a person's name, the variable name is wrong.
> **No create, no delete, no preview:** This screen edits templates that already exist: there is no add button, no
> delete button, and no preview or test-send control. The only way to see the
> result is to trigger the real event and read the mail that lands.
> **Tags have no settings screen:** Tags are not here and have no administration screen at all. You create one
> where it is used: the tag box on the contact panel, or the tag box on a
> ticket. Type the new name into **Search or create tags...** and press the
> `Create "…"` row underneath it.
## Troubleshooting [#troubleshooting]
| Symptom | Cause | What to do |
| ----------------------------------------------- | ----------------------------------------------------- | ---------------------------------------------------- |
| The screen shows **Access Denied** | You are signed in as an agent, not an administrator | Ask an administrator to make the edit for you |
| No language tab strip appears | That template has exactly one language copy | Not a fault; editing the open copy is enough |
| Outgoing mail still uses the old wording | You edited a language copy other than the recipient's | Open the recipient's language tab and edit that copy |
| The mail prints HTML tags instead of formatting | The variable uses `<%= %>`, so the content is escaped | Switch that variable to `<%- %>` |
| Saving works but no mail arrives | The template is fine and the sending switch is off | Check the department's notification switches |
## Next steps [#next-steps]
* [Configure notifications for the workspace](/en/quan-tri/thong-bao)
* [Create a department and add people to it](/en/quan-tri/nhom-va-phong-ban)
* [Watch and retry the background job queue](/en/quan-tri/cong-viec-nen)