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, in HTML or plain text
• Reset to defaults - Restore a template's original content at any time

Available Template Types

RAD Repairs includes templates for the major customer communication events:

Ticket Templates

Template	Trigger	Description
Ticket Created	New ticket is created	Confirms receipt of device and provides ticket reference number
Ticket Update	An update is sent on a ticket	Notifies customer of progress with the update content and current status
Ticket Completed	Ticket resolved	Informs customer their device is ready, including the resolution
Worksheet Status	Daily (when enabled in Ticket Management)	Daily progress email showing how many worksheet items remain on the repair
Ticket Follow-Up	A set number of days after a ticket is resolved (when enabled in Ticket Management)	Thank-you / "how did we do?" email with a secure portal link where the customer can view history, pay invoices, and sign up for a maintenance plan. Supports {{portal_link}}, {{ticket_number}}, and {{ticket_subject}}

Invoice and Estimate Templates

Template	Trigger	Description
Invoice Sent	Invoice emailed to customer	Delivers the invoice with a payment link
Recurring Payment Overdue	Recurring invoice payment is overdue	Reminds the customer before service is downgraded
Estimate Sent	Estimate emailed to customer	Delivers the repair estimate with an approval link

Other Templates

Template	Trigger	Description
Lead Reply	Replying to a lead	Response email to incoming leads
Warranty Expiring	Warranty reminder	Lets the customer know a warranty is about to expire
Maintenance Recommended	Maintenance reminder	Suggests scheduled maintenance to the customer
Referral Thank You	Customer earns a referral credit	Thanks the referrer (edited in the Referral Credits section)

Template Editor

The template editor lets you customize emails without knowing any HTML - the email body is edited visually, just like a document. Click into the text and type; what you see is what the customer gets.

Editor Components

• Subject Line - The email subject, supports {{variable_name}} placeholders
• Email Body (visual editor) - The email is shown as it will look. A toolbar provides Bold, Italic, Underline, headings, bulleted/numbered lists, and links
• Insert Variable dropdown - Lists the template's placeholders by friendly name (e.g. "customer name") and inserts them at your cursor - no need to remember the {{...}} syntax
• </> Edit HTML toggle - For advanced users who prefer editing the raw markup; switch back and forth freely, both views stay in sync
• Email Body (Plain Text) - A simple text-only version shown by email apps that can't display the formatted email; write it like a normal message
• Available Variables - Listed under the editor for the selected template
• Preview Panel - Shows the rendered subject and body, with an HTML / Plain Text toggle

Available Variables

Variables are placeholders written as {{variable_name}} that get replaced with actual data when the email is sent. Each template supports its own set of variables - the exact list is shown under the editor when you select a template. Common variables include:

General Variables

Variable	Description	Example Output
{{customer_name}}	Customer's name	John Smith
{{company_name}}	Your business name	RAD Computer Repairs
{{location_name}}	The location associated with the record	Main Office
{{technician_name}}	The assigned technician	Sarah Lee
{{theme_color}}	Your brand accent color from Theme Settings (for advanced use in custom styling; standard templates pick it up automatically)	#dc2626

Ticket Variables

Variable	Description	Example Output
{{ticket_number}}	Unique ticket identifier	TKT-00142
{{subject}}	The ticket subject	Laptop won't boot
{{status}}	Current ticket status	In Progress
{{description}}	Issue description	Computer running slow, possible malware
{{update_content}}	The content of the ticket update being sent	We've finished diagnostics...
{{resolution}}	How the ticket was resolved (Ticket Completed)	Replaced hard drive and restored data
{{priority}}	Ticket priority	2 - Normal

Invoice and Estimate Variables

Variable	Description	Example Output
{{invoice_number}}	Invoice identifier	INV-00089
{{estimate_number}}	Estimate identifier	EST-00034
{{total_amount}}	Total amount	$125.00
{{due_date}}	Payment due date	January 31, 2026
{{valid_until}}	Estimate expiration date	February 15, 2026
{{payment_link}}	Online payment URL	https://yourshop.example.com/pay/...
{{approval_link}}	URL for the customer to approve an estimate	https://yourshop.example.com/approve/...

Lead Variables

Variable	Description	Example Output
{{lead_name}}	The lead's name	Jane Doe
{{reply_content}}	Your reply message	Thanks for reaching out...
{{original_subject}}	The subject of the lead's original message	Cracked screen repair quote

Worksheet Status Variables

The Worksheet Status template additionally supports device and progress details such as {{device_type}}, {{device_make}}, {{device_model}}, {{issue_type}}, {{items_completed}}, {{customer_portal_url}}, {{company_phone}}, and {{company_email}}.

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

Previewing Emails

Before saving a template, use the preview feature to make sure your email looks exactly as intended.

Resetting to Defaults

If you want to start over or undo extensive changes, you can reset a template to its default content:

1. Select the template you want to reset
2. Click the Reset button next to Save and Preview
3. Confirm the reset when prompted

Frequently Asked Questions