New Ticket Notification Template

I created this for my company, and alter it to fit most situations. Hopefully someone else will find it useful! I'm fully aware that the HTML could be “prettier” so please feel free to tidy as you go!

--REPLY above this line to respond--





Hi [Contact: First Name],

This is an automated email. Your issue: [Ticket: Title], is in our system as Ticket # [Ticket: Number (with Client Portal link)]. We understand it is important and will get to work on it. If we have more information we can resolve your issue quicker! If not already included and where relevant, please reply to this email where possible with the following information to assist with the investigation of the issue:

  1. Error message. Detailed error message with the issue and the name of the user being affected.
  2. More details. Details of what the user was doing at the time.
  3. Screenshots. Screenshots of your screen and/or error message

Thank you in advance for your assistance and cooperation. Our goal is to provide you world-class support. We would appreciate any feedback on how we are doing.

Your Technical Support Team

Note: Some issues require us to access your database and/or server

You can check the status of your Service Ticket and view the history in the Portal

Ticket Details

Ticket Number: [Ticket: Number]

Ticket Title: [Ticket: Title]

Ticket Description: [Ticket: Description]

Example IT Company | 123 Road Name | City Name | County / State | ZIP / Post Code | ©2016 Company name Ltd. All Rights Reserved.


Here is the rather messy HTML code. Apologies for this, BUT it works.

<span id="A399E3EC20E5492DB31365A1D5D0F98F" style="font-family:Tahoma;font-size:10pt;"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"><span style="font-family: Tahoma; font-size: 10pt;" id="A399E3EC20E5492DB31365A1D5D0F98F"> <style type="text/css"> p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 20.0px; font: 11.0px Arial; color: #999999; -webkit-text-stroke: #999999} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 14.0px; font: 12.0px Times; color: #000000; -webkit-text-stroke: #000000; min-height: 14.0px} p.p3 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 24.0px; font: 18.0px Arial; color: #0067b1; -webkit-text-stroke: #0067b1} p.p4 {margin: 0.0px 0.0px 11.0px 0.0px; line-height: 16.0px; font: 11.0px Arial; color: #000000; -webkit-text-stroke: #000000} p.p5 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 16.0px; font: 11.0px Arial; color: #000000; -webkit-text-stroke: #000000} p.p6 {margin: 0.0px 0.0px 10.0px 0.0px; line-height: 20.0px; font: 16.0px Arial; color: #0067b3; -webkit-text-stroke: #0067b3; min-height: 18.0px} p.p7 {margin: 0.0px 0.0px 0.0px 0.0px; text-align: center; line-height: 18.0px; font: 10.0px Arial; color: #ffffff; -webkit-text-stroke: #ffffff} li.li5 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 16.0px; font: 11.0px Arial; color: #000000; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} span.s2 {text-decoration: underline ; font-kerning: none; color: #0067b3; -webkit-text-stroke: 0px #0067b3} table.t1 {width: 784.0px} table.t2 {width: 784.0px; background-color: #ffffff} table.t3 {width: 782.0px; background-color: #ffffff; border-style: solid; border-width: 1.0px 1.0px 1.0px 1.0px; border-color: #0067b1 #0067b1 #0067b1 #0067b1} table.t4 {background-color: #ffffff} table.t5 {width: 760.0px} td.td1 {width: 784.0px} td.td2 {width: 760.0px; background-color: #0067b1; border-style: solid; border-width: 1.0px 1.0px 1.0px 1.0px; border-color: #0067b1 #0067b1 #0067b1 #0067b1; padding: 10.0px 10.0px 10.0px 10.0px} td.td3 {width: 212.0px} td.td4 {width: 760.0px; border-style: solid; border-width: 1.0px 1.0px 1.0px 1.0px; border-color: #0067b1 #0067b1 #0067b1 #0067b1; padding: 10.0px 10.0px 10.0px 10.0px} td.td5 {width: 760.0px} td.td6 {width: 760.0px; background-color: #e8eff7; border-style: solid; border-width: 1.0px 1.0px 1.0px 1.0px; border-color: #0067b1 #0067b1 #0067b1 #0067b1; padding: 10.0px 10.0px 10.0px 10.0px} td.td7 {width: 740.0px; margin: 5.0px 5.0px 5.0px 5.0px} ol.ol1 {list-style-type: decimal} </style>


<table width="784.0" cellspacing="0" cellpadding="0" class="t1">
<tbody>
<tr>
<td valign="middle" class="td1">
<table width="784.0" cellspacing="0" cellpadding="0" class="t2">
<tbody>
<tr>
<td valign="middle" class="td1">
<p class="p1"><span class="s1">--REPLY above this line to respond--</span></p><p class="p1"><span class="s1"><br></span></p><p class="p1"><span class="s1"><img style="height: 84px; width: 212px" src="https://msp.exchange/_media/psa:autotask:notificationtemplates:company-name-vector-logo1.jpg"></span></p><p class="p1"><span class="s1"><br></span></p>
</td>
</tr>
</tbody>
</table>
<table width="782.0" cellspacing="0" cellpadding="0" class="t3">
<tbody>
<tr>
<td valign="top" class="td2"><br></td>
</tr>
<tr>
<td valign="middle" class="td4">
<br><table cellspacing="0" cellpadding="0" class="t4">
<tbody>
<tr>
<td valign="top" class="td5"><p class="p3"><span class="s1"><b>Hi [Contact: First Name],</b></span></p>
<p class="p4"><span class="s1"><b>This is an automated email. </b>Your issue: <b>[Ticket: Title]</b>, is in our system as <b>Ticket #&nbsp;[Ticket: Number (with Client Portal link)]</b>. We understand it is important and will get to work on it. If we have more information we can resolve your issue quicker! If not already included and where relevant, please reply to this email where possible with the following information to assist with the investigation of the issue:</span></p>
<ol class="ol1">
<li class="li5"><b></b><span class="s1"><b>Error message.&nbsp;</b>Detailed error message with the issue and the name of the user being affected.</span></li>
<li class="li5"><b></b><span class="s1"><b>More details.</b> Details of what the user was doing at the time.</span></li>
<li class="li5"><b></b><span class="s1"><b>Screenshots.</b> Screenshots of your screen and/or error message</span></li>
</ol>
<p class="p4"><span class="s1">Thank you in advance for your assistance and cooperation. Our goal is to provide you <b>world-class support</b>. We would appreciate any feedback on how we are doing.</span></p>
<p class="p4"><span class="s1">Your Technical Support Team</span></p>
<p class="p4"><span class="s1">Note: Some issues require us to access your database and/or server</span></p><p class="p4"><span class="s1"><b style="color: rgb(0, 103, 179); font-size: 16px; -webkit-text-stroke-color: rgb(0, 103, 179); background-color: rgb(232, 239, 247);"><span style="color: rgb(0, 0, 0); font-size: 11px; -webkit-text-stroke: rgb(0, 0, 0);">You can check the status of your Service Ticket and view the history in the&nbsp;</span><a href="https://ww16.autotask.net/Autotask/HtmlEditor/[Ticket:%20Client%20Portal%20Link]" style="font-size: 11px; -webkit-text-stroke: rgb(0, 0, 0);">Portal</a></b></span></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td valign="middle" class="td6">
<table width="760.0" cellspacing="0" cellpadding="0" class="t5">
<tbody>
<tr>
<td valign="bottom" class="td5">
<p class="p6"><span style="color: rgb(0, 0, 0); font-size: 11px; -webkit-text-stroke: rgb(0, 0, 0);"><u><b>Ticket Details</b></u></span></p><p class="p6"><font color="#000000"><span style="font-size: 11px; -webkit-text-stroke-color: rgb(0, 0, 0);"><b>Ticket Number:</b> [Ticket: Number]</span></font></p><p class="p6"><font color="#000000"><span style="font-size: 11px; -webkit-text-stroke-color: rgb(0, 0, 0);"><b>Ticket Title:</b> [Ticket: Title]</span></font></p><p class="p6"><font color="#000000"><span style="font-size: 11px; -webkit-text-stroke-color: rgb(0, 0, 0);"><b>Ticket Description:</b> [Ticket: Description]</span></font></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td valign="middle" class="td2">
<table width="760.0" cellspacing="0" cellpadding="0" class="t5">
<tbody>
<tr>
<td valign="middle" class="td7">
<p class="p7"><span class="s1"><a href="http://example.com/"><font color="#ffffff">Example IT Company</font></a> | 123 Road Name | City Name | County / State | ZIP / Post Code | ©2016 Company name Ltd. All Rights Reserved.</span></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table><table border="0" cellspacing="0" cellpadding="0" width="630"><tbody><tr><td style="font-size: 14px;"><br></td></tr></tbody></table> </span></span></span></span></span></span></span></span></span>