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Select a default email template

You have the option to default which email template shows to the case owner initially. They will always be able to view all email templates for their case type and team, but the template that is used most frequently can be set as the default. To set a default email template, follow the steps below.

NOTE a default email template can only be set when there are two or more email templates per category.

Select the link below to open an eLearning module on setting a default template.

The eLearning module will open in a new internet window.

- How to set a default email template (Duration = 10 minutes).

1. Select the eCase More menu and then Email Templates in the Settings menu.
2. Select the relevant email template tab to show the email template category within that tab.
3. Select the name of the email template category to view the list of email templates for that category.
4. Select the Change the default template button at the top of the email template list, the Change the default template pop up window appears.
5. If you would like to set an email template as the default for all of your case types, from the Global Default Template field drop-down, select the email template that you would like to use. Only templates that have been set up for all case types will appear in the list. A template has to be entered in this field and will be the default template the case owner will see initially. This template will only ever change if a case type specific default template has been entered.
6. To add a case type default, select the Add a case type default button.
7. Select the Case Type field drop-down to select the case type you would like to set a default email template for.
8. Next, in the Email Template field, select the drop-down and choose which email template you would like as the default. The template options shown have been created for all case types, or restricted to the case type that you are entering the case type default for.
9. Select the Save button to save the default information.
10. To remove a case type default email template, select the Remove link, then the Save button.