Page Comparison

Please find attached below the topics discussed on this page:

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What is the Macro Templates section about?

In this section, users can create or edit templates that are used to reply to emails from the Ticket Management section (see the below example)

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Where is the Macro Templates section located?

The Macro Templates is the second topic under the Customer Service section:

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1. Log in to the CRM instance and go to the left-side menu

2. Scroll down and click Customer Service>Macro Templates.

What’s on the Macro Templates page

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How to create a new template

1. Click on the + Create New button

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2. On the New Macro page please add:

   • The Macro Name

   • The language 

   • Make sure the Is Active toggle is set to ON

   • Add the content of the templates 

3. Click on the Save button

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By clicking on the Test button, instead, once the template is ready, the user can send a copy of it to his/her email in order to check the final result.

1. Click on the Test button, and a small tab will pop up

2. From the tab, pick the SMTP

3. Add the email, where the template will be received

4. Click on the Send button

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How to edit a template

1. Go to the left side of the Template row and click on the Edit Button

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2. The user is redirected to the Templates page where the necessary changes can be made

3. Once done, click on the Save button.

How to activate or deactivate a template

1. Go to the left side of the Template row and click on the Edit Button, so the user is redirected to the Templates page

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2. By switching to ON/OFF the toggle Is Active, the template can be activated or deactivated
   

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How to delete a template

Bring me back to the eManage CRM Helpdesk Overview page

Go to the left side of the Template row and click on the Delete Button and the template will be permanently removed from CRM

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