The Template Editor allows you to make email or html templates that the WonderDesk will use to base it’s email notifications and web pages.
Email Templates
All of the wording used by the WonderDesk when it launches out notification emails can be changed. Just click on the proper email template and make the changes you would like.
Notify All
The initial email notice sent to the admin, technicians, pagers, and carbon copy email.
Emergency
The emergency email sent to those who have been assigned to handle emergencies.
Reply
The initial email notice sent to the customer.
Update
The email sent to the customer when a technician modified the call.
Customer modified
The email sent to the technician when the customer modifies the call.
Tech notify
The email sent to the technician when the admin assigns a call to him.
Closed
The final email sent to the customer and carbon copy mail.
Email Tag Variables
These are special variables that can be copy and pasted into the email templates. Each variable is translated automatically by the WonderDesk for each particular email. Here is an example of the Reply (Thank you) email that is sent to the customer after he/she enters a new call:
Thank you %%CUSTNAME%%, for placing your %%WORD%% concerning:
>%%SUBJECT%%
Your Reference Number is: %%REFERENCENUM%%
The email that they receive will look something like this:
Thank you Jeff, for placing your call concerning:
>Last month’s bill
Your Reference Number is: 9476421
Here are the email variable tags that may be used in the email templates:
%%REFERENCENUM%% Reference number of the call
%%CUSTNAME%% Name of the customer
%%CUSTEMAIL%% Email address of the customer
%%CUSTDOMAIN%% Website of the customer
%%DATE%% Date the call was created
%%DESC%% Description of the call
%%CAT%% Category of the call
%%PROG%% Progress/Solution of the call
%%LOGINID%% Login Username of the customer
%%PRIORITY%% Call Priority
%%NOTES%% Technician Notes (hidden from the customer)
%%EXAMPLEURL%% Example URL
%%SUBJECT%% Subject of the call
%%STATUS%% Call Status (Open or Closed)
%%TIME%% Time the call was created
%%TECHNAME%% Technician assigned to the call
%%CLDATE%% Date that the call was closed
%%CLTIME%% Time the call was closed
%%CLTECH%% UserID who closed the call
%%REFERER%% The origin of the call (with referrer option turned on) %%HELPDESKTITLE%% Title of your Help Desk
%%DESKURL%% URL to the Help Desk
%%WORD%% Word used for a call.
Web Page Templates
These html templates allow you to change the overall look of your helpdesk. They also allow you to include pieces of your existing website around the WonderDesk. For example, you could include the left hand side menu navigation from your web site. You could use your own backgrounds and images etc..
Default
This default template is used for ALL screens if this option is selected in the control panel, under General Setup. It is also used for all pages that do not have a specific template file.
Login
This template is used for the Login screen.
Login Failed
The screen shown if the login failed for some reason.
Signup
The sign up screen for new tracking accounts.
Home
The main screen of the back office seen by technicians and admin after login.
Add
Seen when adding a new call or customer.
Success
This screen is shown if any actions are completed successfully.
Failure
This screen is shown if any actions failed for some reason (except login failure.)
Search
The search screen.
Statistics_Reports
The statistics screen.
Results
The results after searches and selections are presented on this screen.
Modify
If modifications are requested, this screen shows up.
Delete
If any deletion is requested this screen comes above.
Customer Management
The main screen of the customer database.
FAQ
Template used for the FAQ pages.
HTML Tag variables
These are special variables that can be copy and pasted into the html templates. Each variable is translated automatically by the WonderDesk for each particular page.
%%PAGETITLE%% Title of the page
%%POWERED%% Unless you purchased the WonderDesk without the logo, THIS HAS TO BE ON EVERY PAGE according to the Terms and Agreement.
%%OUTPUT%% THIS HAS TO BE ON EVERY PAGE or your help desk won't work.
%%MENU%% THIS HAS TO BE ON EVERY PAGE or you won't have a menu.
%%LANGUAGEMENU%% This displays the language menu.
%%SYSTEMSTATUS%% Prints the News text line
%%INTNEWS%% Prints the internal News text line
%%HELPDESKTITLE%% Title of your Help Desk
%%DESKURL%% URL to the Help Desk
%%WORD%% Word used for a call.