Customer Notification: Email template not applied

[Jesper]

Hi, I hope someone can help me as this is starting to give me grey hairs :)

I'm trying to modify the Customer Notification Template.
What I have done so far

• I have found where I can do it
• I have tried to modify the standard HTML template, just adding a line of text
• I have rewritten it, adding company colours and logo
• I have tried modifying the "Public Comment Added"

If I sent a test mail to myself from the Customer Notification menu, the test looks correct.
But when it comes to the actual emails sent to customers, it's still the standard email. I can't for the life of me get it to include any changes. 

I have tried waiting hours hoping it was a caching issue, but still the same standard email.

I hope it's something really simple that I have overlooked, and someone here can guide me.
Thanks in advance.

[Tomislav Tobijas]

Hey @Jesper ,

The first thing I would ask is - did you save the changes? 😅 (save button should be in bottom right corner)

Also, are you maybe using advanced notifications (so, automation) instead of system ones?

If you could share some additional screenshots of your changes vs. the email that's sent to customers; and a screenshot of the customer notifications page, that might be helpful to try to debug this.

Cheers,
Tobi

[Jesper]

Hey @Tomislav Tobijas ,

Thank you for replying.

And fair question :) 
I'm 100% sure it's saved, as I can see the template when I check the individual customer notifications. 

None of the automations is sending emails to the customers, they just update the status of a ticket or who is assigned to the ticket.

I can share a few screenshots, but everything is standard - except the template
Customer Notifications

Template

A green banner, and big green button to "View Request", plus all the text is changed

Public Comment Added

This should use the template, plus just for a test I have added "10-4 Baby" which should be added to any notification sent to the customer when a Service Desk agent comments.

Actual Notification to Customers
But this is what the customer gets, the basic notification of a comment on their ticket.

[Tomislav Tobijas]

Apologies for the late reply @Jesper. Been a bit hectic few days.

Anyway, if you try to use "Send me a test email" from Public comment added, do you get this redesigned email template?

I've worked with templates before but never had this issue. Have you tried maybe reaching out to the Support team since the last reply, as you can give them access to your instance?

[Jesper]

Hi @Tomislav Tobijas 

No need to apologise, I'm just happy to see a reply :)

If I send a test email, it works perfectly. It includes the template and the changes I have made specifically for the Public comment added. That is the part that confuses me. 

I haven't reached out to support yet. I hoped I didn't have to, and it was just a simple thing I had overlooked. But guess that will be the next step. 

[Tomislav Tobijas]

Yeah. I'm out of ideas at the moment 😅 I usually play around until I stumble upon a solution but it's a bit tricky to do it 'remotely'

If you do find a solution for it, please share it here in case someone else experiences the same/similar issue as it might help them.

Good luck!