Customizing your support communication is essential for building a cohesive brand and delivering a polished customer experience. With Supportbench's Email Templates, you can easily create reusable, pre-configured templates that not only look professional but also streamline your support workflows.
In this guide, we'll walk you through how to create and customize email templates in Supportbench, including branding, automation, and advanced options like copying from existing cases.
To begin customizing your email templates:
Go to Configuration from the main navigation.
Select Cases > Templates.
Click New Template to create a fresh template from scratch.
In the Details tab, you'll configure the foundational elements:
Template Name: Give your template a clear and descriptive name, like "Outage Follow-Up Email" or "Priority Case Acknowledgment."
Team: Choose which team this template applies to. This ensures it's only accessible to the relevant support agents.
Head to the Content tab. This is where your actual message lives.
Add the body text for your email.
Use Supportbench variables (like {{contact_first_name}}) for dynamic content.
{{contact_first_name}}
Brand your template by inserting your company logo, header images, and even a styled footer.
If you're familiar with HTML or inline CSS, feel free to enhance the design to match your company's brand.
💡 Pro Tip: Keep language friendly but professional, and make sure your templates follow your tone guidelines across support communications.
This is where the automation power comes in. Under the Case Options tab, you can preset how a ticket behaves when this template is used. Here's a breakdown of each option:
Set the activity type for the email—useful when differentiating between follow-ups, escalations, or onboarding messages.
Override the default subject line to better reflect the purpose of the email (especially helpful for outbound communication).
Automatically assign the case to a specific division or department.
Pre-fill the subject and summary fields to ensure consistency and clarity across cases.
Add specific tags automatically—great for categorizing issues or triggering further workflows.
Set the priority level of the case: Low, Normal, High, or Critical.
Pre-select the company, contact, or asset the case will be linked to—especially useful in B2B environments.
Automatically shift the case to a specific queue. (Note: only works for existing cases, not newly created ones.)
The “Copy From” field is one of the most powerful features in template customization.
If you've previously created a detailed case—with internal notes, pre-configured tasks, or workflows—you can use Copy From to replicate that setup automatically into your new case when the template is applied.
This allows teams to:
Reuse effective case structures
Reduce manual setup time
Maintain consistency in complex support scenarios
⚡ Example Use Case: Create a fully structured escalation case—complete with internal checklists and follow-up tasks—then replicate it instantly using this feature.
Here are just a few situations where custom email templates shine:
Outage announcements
Onboarding follow-ups
NPS or satisfaction survey requests
Priority ticket acknowledgment
Case status updates
Internal team communication tied to workflows
By learning how to customize Supportbench email templates, you're taking a huge step toward scaling your support operations and delivering a consistent, branded experience. Whether you're standardizing internal processes or enhancing external communication, templates give your team the structure it needs—without sacrificing flexibility.
Start with a few common scenarios, then expand into fully automated, logic-driven templates that keep your support team efficient and your customers informed.
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