Hi Hemanth,

You can find the email templates in Settings -> scroll all the way down and click “Enable developer mode” -> click on Technical settings in the top right corner and then edit “Email templates.”

The default templates for the help desk should all start with “Help desk:” – you can then filter them.

To create a new template for the help desk, I recommend duplicating an existing template for the help desk—this way, you can transfer the necessary parameters so that the email template can be used correctly. Here you can then enter your content, including the header and footer (you can also set the footer as a signature on user profiles – this will then be automatically added to every email sent).

You can then set the created email templates on the individual Kanban stages in the help desk configuration – these are then triggered as soon as a message is moved to or created in the corresponding stage. This allows you to send an automatic confirmation of receipt to your customers when they open a ticket, for example.

I hope I have been able to give you some pointers.

Regards,

Chris Dominiak

The Email sent when tickets arrive in each Stage is defined on the Stage:

Odoo 16.0:

Odoo 19.0:

Hi,

This will give you full visibility into all the automated emails triggered during the helpdesk ticket lifecycle, and you can open any template to review or update its content.

Hope it helps