Email Templates

Customize automated email notifications to match your brand and communication style. Email templates allow you to personalize the messages sent to customers when tickets are created, statuses change, invoices are sent, and more.

Overview

RAD Repairs sends automated emails at key points in your workflow to keep customers informed about their repairs, invoices, and estimates. The Email Templates section lets you customize these messages with your own text, branding, and tone.

With email templates, you can:

• Personalize communications - Add your shop's personality to automated messages
• Include dynamic data - Use variables to insert customer names, ticket numbers, and more
• Support both formats - Create HTML and plain text versions of each template
• Preview before saving - See exactly how emails will look before enabling them
• Test delivery - Send test emails to verify formatting and content

Available Template Types

RAD Repairs includes templates for all major customer communication events. Each template can be individually enabled or disabled.

Ticket Templates

Template	Trigger	Description
Ticket Created	New ticket is created	Confirms receipt of device and provides ticket reference number
Status Update	Ticket status changes	Notifies customer of progress (In Progress, Waiting for Parts, etc.)
Ticket Completed	Ticket marked complete	Informs customer their device is ready for pickup
Technician Note Added	Customer-visible note added	Sends customer notes marked as visible to them

Invoice Templates

Template	Trigger	Description
Invoice Sent	Invoice emailed to customer	Delivers invoice with payment link and line item details
Payment Received	Payment processed	Confirms payment and provides receipt information
Payment Reminder	Manual or scheduled reminder	Reminds customer of outstanding balance

Estimate Templates

Template	Trigger	Description
Estimate Sent	Estimate emailed to customer	Delivers repair estimate with approval link
Estimate Approved	Customer approves estimate	Confirms approval and next steps
Estimate Declined	Customer declines estimate	Acknowledges decline and offers alternatives

Template Editor

The template editor provides a full-featured interface for customizing your email templates.

Editor Components

• Subject Line - The email subject, supports variables
• HTML Editor - Rich text editor for formatted emails with images and styling
• Plain Text Editor - Fallback version for email clients that don't support HTML
• Variable Picker - Insert dynamic variables with a click
• Preview Pane - Real-time preview of how the email will appear

Available Variables

Variables are placeholders that get replaced with actual data when the email is sent. Insert them by typing the variable name or clicking the Variable Picker button.

Customer Variables

Variable	Description	Example Output
{{customer_name}}	Customer's full name	John Smith
{{customer_first_name}}	Customer's first name only	John
{{customer_email}}	Customer's email address	john@example.com
{{customer_phone}}	Customer's phone number	(555) 123-4567

Ticket Variables

Variable	Description	Example Output
{{ticket_number}}	Unique ticket identifier	TKT-00142
{{ticket_status}}	Current ticket status	In Progress
{{ticket_issue}}	Issue type/category	Virus Removal
{{ticket_description}}	Issue description	Computer running slow, possible malware
{{device_type}}	Type of device	Laptop
{{device_make}}	Device manufacturer	Dell
{{device_model}}	Device model	Inspiron 15
{{ticket_link}}	URL to view ticket status	https://yourshop.radrepairs.com/ticket/142

Invoice Variables

Variable	Description	Example Output
{{invoice_number}}	Invoice identifier	INV-00089
{{invoice_total}}	Total amount due	$125.00
{{invoice_subtotal}}	Subtotal before tax	$115.74
{{invoice_tax}}	Tax amount	$9.26
{{invoice_due_date}}	Payment due date	January 31, 2025
{{payment_link}}	Online payment URL	https://pay.radrepairs.com/inv/89

Estimate Variables

Variable	Description	Example Output
{{estimate_number}}	Estimate identifier	EST-00034
{{estimate_total}}	Total estimated amount	$250.00
{{estimate_expiry}}	Estimate expiration date	February 15, 2025
{{approval_link}}	URL for customer to approve	https://yourshop.radrepairs.com/approve/34

Shop Variables

Variable	Description	Example Output
{{shop_name}}	Your business name	RAD Computer Repairs
{{shop_phone}}	Shop phone number	(555) 987-6543
{{shop_email}}	Shop email address	support@radcomputers.com
{{shop_address}}	Full shop address	123 Main St, Anytown, ST 12345
{{shop_hours}}	Business hours	Mon-Fri 9am-6pm, Sat 10am-4pm
{{shop_website}}	Shop website URL	https://www.radcomputers.com

HTML vs Plain Text

Each email template supports both HTML and plain text versions. Understanding when each is used helps ensure your emails look great for all recipients.

HTML Version

• Displays formatted text with fonts, colors, and styling
• Supports images, logos, and your brand colors
• Can include buttons and clickable links
• Used by most modern email clients (Gmail, Outlook, Apple Mail)

Plain Text Version

• No formatting - just simple text
• Guaranteed to display correctly on all devices
• Required fallback for email clients with HTML disabled
• Preferred by some users for security or accessibility reasons

Preview and Test Emails

Before saving a template, use the preview and test features to ensure your emails look exactly as intended.

Preview Mode

The preview pane shows how your email will appear with sample data. Variables are replaced with example values so you can see the final result.

Sending Test Emails

Send a test email to yourself to verify delivery and appearance in an actual email client.

Resetting to Defaults

If you want to start over or undo extensive changes, you can reset individual templates or all templates to their default content.

Reset a Single Template

1. Select the template you want to reset
2. Click the Reset to Default button in the editor toolbar
3. Confirm the reset when prompted

Reset All Templates

1. Click the Settings gear icon in the templates section
2. Select Reset All Templates
3. Enter your password to confirm
4. All templates will be restored to factory defaults

Frequently Asked Questions