Managing Ticketing Notification Email Templates

Ticketing notifications keep people up to date on work progress via email. Notifications can be sent to the requestor, creator (if different from the requestor, such as tickets created on behalf of someone else), a contact on the ticket, the responsible resource(s), or the ticket reviewer.

All available ticketing notification templates come prepopulated with default content. Administrators can customize the templates for each Ticketing application. If the custom content is not activated for a specific template, the default content will be used.

In this article, we'll cover:

• Available Ticketing Notification Templates
• Configuring Ticketing Notification Templates
  • Modifying Notification Templates
  • Using Ticketing Notification Template Tags
  • Custom Attributes
  • Conditional Content
• Activating or Deactivating Template Customizations
• Ticketing Application Notification Footers

Available Ticketing Notification Templates

Notification templates are action-based, meaning the template used depends on the action taken on the ticket.

Most templates have both a requestor and a Ticketing app user version. For templates that have both versions, the system determines which to send based on the recipient's relationship to the ticket.

Available Templates

The following notification templates are available for Ticketing applications:

Template Selection Criteria

A user will receive the Ticketing User template if any of the following are true: 

• They are the Ticket Reviewer.
• They are the Responsible resource for the ticket.
• They are the Responsible resource for a ticket task on the ticket.
• They are the Creator, Requestor, or a Contact on the ticket, AND they have access to the Ticketing application.

Otherwise, the user will receive the Requestor template. This will apply when:

• They do not have access to the ticketing application, AND they are the Creator, Requestor, or a Contact on the ticket. 
• The user is notified via the Notify Other People or Notify Other Email Addresses fields.

Configuring Ticketing Notification Templates

Each Ticketing Notification includes default content that can be fully customized by admin users, who can modify both the content and layout of each email. Template tags enable the inclusion of dynamic ticket data in messages, while conditional content allows specific content to appear only when specific ticket information is available. Using Mustache markup, users can effortlessly insert groups of attributes or lists of values into the notification body. Since the notification editor lacks a WYSIWYG interface, customization requires familiarity with HTML.

Note that after activation, changes to a template may take up to five minutes to take effect.

Modifying Notification Templates

1. Open the Ticket Notification Templates page in the Admin UI:
   • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Ticket Notification Templates in the left navigation
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Ticket Notification Templates in the left navigation
2. Click the Template Name
3. Modify the Subject or Body. You can include Template Tags in either section, following the steps below
4. Click Save
5. Click Show Preview to preview the notification with sample data
6. When finished editing, click the Activate button
7. When you close the editor window, click the Refresh button on the Ticket Notification Templates page. The template should now show ‘Yes’ under the Customizations Active column

Using Ticketing Notification Template Tags

When editing a ticketing notification template, the available ticket information is encapsulated by Template Tags, which can be selected from a dropdown. These tags will insert ticket details into the email Subject or Body, and in the editor, appear in the format {{FieldName}}. This uses the Mustache markup language, which has documentation available here: http://mustache.github.io/mustache.5.html.

Follow these steps to add a template tag to a template:

• Place your cursor in the Subject or Body field at the place where the template tag should be inserted.
• Choose the appropriate field in the Insert Template Tag dropdown. 
• The tag will appear in the editor where your cursor is, wrapped in the curly brackets. For example, the CreatedUserEmail tag will appear as {{CreatedUserEmail}}.
• Add text and HTML to style the tag. 

For example:

<strong>Created by:</strong> {{CreatedUserEmail}} on {{CreatedDate}}

This will render in the notification as:

Created by: jkenton@sampledata.dat on Wed 12/3/25 8:19 PM Eastern Standard Time

See the Ticketing Notification Template Tags article for a complete list.

Custom Attributes

Custom attributes are also available in the Template Tags dropdown for all ticketing notification templates.

• To include all custom attributes for the ticket, use the CustomAttributes tag.
• To add individual custom attributes to the template, select an option found at the bottom of the dropdown.

A custom attribute will appear in the CustomAttributes section if all of the following are true:

• A value exists
• It is not a protected custom attribute
• It is marked as Client Visible (for custom attribute types that support this setting)

Using the CustomAttributes tag will insert the following string: {{#CustomAttributes}}{{Name}}: {{Value}}<br/>{{/CustomAttributes}} 

This creates a section that will repeat once for each custom attribute on the ticket. You can define how the {{Name}} and {{Value}} info displays using HTML styles, tables, or other elements. 

For example, the following HTML:

Will create this result:

Custom Attribute 1	Value 1
Custom Attribute 2	Value 2

Each individual custom attribute will be inserted as a string similar to the following:
{{#Attribute61902}}<!-- AttributeName -->{{Name}}: {{Value}}{{/Attribute61902}}

The name of the attribute appears in the <!-- HTML comment tag -->. You can use HTML to define how the {{Name}} and {{Value}} values display.

For example, the following HTML:

{{#Attribute6795}}<!-- 'Services Needed' --><strong>{{Name}}:</strong> <em>{{Value}}</em>{{/Attribute6795}}

Will create this result:

'Services Needed': 'Services Needed'

Conditional Content

Template tags can also be used to display conditional content when a specific value exists in the ticket data or when a specified field is blank. 

Content to Include If a Value Exists

A conditional section that will appear only if a value exists in the selected field starts with a template tag with a hash sign and ends with a forward slash, as follows:

{{#TemplateTag}} ... conditional content ... {{/TemplateTag}}

As you review the default content, you may notice many of the template tags follow this format, ensuring any empty fields in the ticket are cleanly omitted from the email notification.

For example, if you include this markup to add a row to an existing table:

The following will display in the notification email if a due date value is present in the ticket:

To specify content to include when a field is not empty:

1. Place the cursor in the Body where you want the content to appear, then select the tag from the dropdown
2. Between the curly brackets and the template tag name, add a hash sign: {{#TemplateTag}}
3. Repeat the tag after the first, this time include a forward slash between the curly brackets and the template tag name: {{/TemplateTag}}
4. Enter the content and formatting you want to appear between these two template tags
5. Click Save, then Show Preview to see how the content will look in the notification

Content to Include If a Value Doesn’t Exist

Template tags can also be used to display conditional content that appears only when a specific field value is missing from the ticket data.

A conditional section that appears only if a value doesn’t exist in the selected field can be set up in much the same way as when a value does exist. 

The opening template tag includes a caret sign between the curly brackets and the tag name, like this:

{{^TemplateTag}} ... conditional content ... {{/TemplateTag}}

You could include this markup to add a row to an existing table if the value is empty:

The following will display in the notification email if there is no due date value in the ticket:

Activating or Deactivating Template Customizations

Activating Template Customizations

Customized notifications must be activated before they can be used for tickets.

1. From the Ticket Notification Templates page in the Admin UI, open the notification template to be activated.
2. Click the Activate button at the top of the page

Template changes must be saved before customizations can be activated.

Deactivating Template Customizations

If a template customization is deactivated, the default template will be used for the notifications.

1. From the Ticket Notification Templates page in the Admin UI, open the notification template to deactivate
2. Click the Deactivate button at the top

Ticketing Application Notification Footers

Notification footers enable additional customization for notifications. They include a text footer and an HTML footer, which appear at the bottom of the email. The text footer is used for plain-text emails, while the HTML footer is used for HTML-formatted emails. If an HTML-formatted email is sent and no HTML footer information is provided, the text footer will be used instead. Notification footers can also include a tracking pixel at the bottom of the email. If enabled, a corresponding Read By entry is created for the item in TeamDynamix when the user reads the email. This footer applies to all notifications for the Ticketing application. 

To customize the ticketing notification email footer:

1. Open the Ticket Notification Footers page in the Admin UI:
   • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Ticket Notification Footers in the left navigation
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Ticket Notification Footers in the left navigation
2. Click Edit below the footer info
3. In the Edit Notification Footer popup, configure the footer:
   • The Include Tracking Pixel option is enabled by default. When checked, any outbound HTML notifications will include a 1x1 tracking pixel that will record read-by information when the email is opened.
   • Enter plain text for the Text Footer. This is the footer that will appear to users with text-only email clients.
   • The HTML Footer supports basic HTML. Any scripts, applets, or styles will be removed. If this is not provided and the text footer is, the text footer will be used instead.
4. Click Save