Email Template and Signatures

Your email template sets how every email to your customers looks, and each person's signature is made from it, so every email your company sends looks like it came from your company.

Where to Find It

Owners and admins select the Settings gear at the bottom of the menu, then Email, and find the Email Template card under Email Delivery and Recent Emails. It shows your colors, whether your logos are added, your footer, your badges and icons, and how replies are sent (action core.email_template.get). Select Change Email Template to change it (action core.email_template.save, permission core.manage_company), or Preview to see a sample receipt and a sample reply signed by you (action core.email_template.preview). Every change is written in the Activity Log. AI agents and API keys never see or change it.

What the Template Covers

Every email Helpdesk sends to a client: receipts, replies, automatic follow-ups, the closing notice, and daily follow-ups. Each one has:

• A header: a bar in your header color with your header logo, linked to your website. With no header logo, your company name shows there instead. A receipt also shows "Support Request" on the right.
• An accent line in your accent color under the header.
• The message in Arial, on a white card. A receipt has the headline "We Have Your Request", the client's subject, and the ticket's Reference.
• Why it was sent: every email your team does not write itself (receipts and follow-ups) says why the person is receiving it.
• A footer: your badges and icons, then your company name and postal address (from the Company card), then your phone, email, and website, with | between them.

Emails to your own team (such as "New ticket" notices) stay plain.

What You Can Set

• Header color and Accent color: colors like #192a3d. At first, a dark navy header and a blue accent line. On a light header color, the words on it turn dark so they can be read.
• Header logo (web address): a picture on your website, starting with https://, shown 40 pixels high on the header color. Email programs cannot show a picture kept inside an email, so the logo must be on the web.
• Signature logo (web address): a picture shown 20 pixels high beside each signature, on white, with a thin line in your accent color beside it.
• Website, Phone, and Email: shown in the footer and the signature. The logos link to your website.
• Badges: up to 4 wider pictures, such as a partner badge or "Find Us on Google", one per line as name | picture address | link. Shown 150 by 36 pixels in the footer and 125 by 30 in signatures, so make them in that shape.
• Icons: up to 16 small square pictures, such as one for each service you offer, one per line the same way. Shown 20 by 20 pixels. A line with only - adds a thin divider between groups of icons.
• Notice under signatures: a short line in small gray text, such as a confidentiality notice. At first: "This email and any attachments are intended only for the recipient. If you received it by mistake, please delete it and let us know." Leave it empty for none. The ticket's Reference follows it.
• Replies and follow-ups: In the template (at first), or As a normal email with the signature, which reads like an email from a person: the message, the signature, why it was sent (for follow-ups), then the quoted message. Receipts are always in the template.

Every web address must start with https://. A value left empty is empty in your emails; a color left empty goes back to the one at first.

Signatures

Every reply is signed with the signature of the person who wrote it:

• Their name, then their job title from Your Profile (Account, Your Profile), with | between.
• Your company name, email, and phone on the line below.
• Anything in Helpdesk Settings' Signature, on the lines below that.
• Your signature logo beside them, your badges and icons under them, and your notice with the ticket's Reference.

Automatic follow-ups are signed by the person whose reply they follow up, and daily follow-ups by the person who turned them on. Receipts, and anything with no person behind it, are signed with the sender name of the address it goes out from (Helpdesk Settings, Addresses).

Links Carry Tracking Tags

Every web link in these emails, including your logos, badges, icons, upload links, and shared file links, carries campaign tags (utm_source=mountdev-ops, utm_medium=email, a campaign such as helpdesk_reply, and what was clicked), so visits from your emails show up in your own website's analytics. Email and phone links stay as they are. MountDev Ops itself never tracks who opens or clicks.

Bringing a Template Over

A template from another system comes in with one step (action core.email_template.import), which Bring In Cascadia's Data uses for Cascadia's own hub. It is checked the same way as a save, and only fills in the template while your company has never saved one, so it never replaces your own and running it again changes nothing.