System Emails

Overview:

This article explains the different automated emails sent by the platform and what each one does. You can view and manage the templates for these emails under Settings > Emails.

Login & Registration Templates

• User email - When using the Email Users function is Guest Management this template will be used. It can be edited at the point of sending.
• User forgotten password - Sent when a user resets their password.
• User invitation - Invitation emails sent when a user is invited under Settings>Users.

Request & Approvals Templates

User request notifications

• Request Confirmed & New User Registration - Sent when you pre-allocate tickets to users who do not yet have an account on the platform. They will be prompted to register before completing their guest information. 
• Request Confirmed (Events/Tickets) - “Confirmed” refers to confirmation of a request. This is when the user submits the request and the step before a request is approved or declined.
• Request Confirmed (Non-Ticket Assets) - As above but for non-ticket assets (e.g. merchandise).
• Request Approved (Events/Tickets) - Automatically sent to the user when their request is approved.
• Request Approved Email (Non-Ticket Assets) - As above but for non-ticket assets (e.g. merchandise).
• Request First Stage Declined (Events/Tickets) - Automatically sent to the user when their request is first-stage approved. Only relevant when two-stage approval is enabled.
• Request Declined (Events/Tickets) - Automatically sent when a users request is declined. 
• Request Declined (Non-Ticket Assets) - As above but for non-ticket assets (e.g. merchandise).
• Request Cancelled (Events/Tickets) - Automatically sent when a user cancels their request.
• Request Cancelled (Non-Ticket Assets) - As above but for non-ticket assets (e.g. merchandise).
• Request Dispatched - This will be sent when an approved request is “Marked a dispatched”. This is a status under the “Approved” tab of Approvals

Admin request notifications

• Request Confirmed Admin Notification - Highlights to admins when a request has been placed. These can be enabled per division under Settings>Preferences.
• First Stage Approval Admin Notification - Sent to notify an admin that a request has been first-stage approved. Only relevant when two-stage approval is enabled.
• Approved Request Cancellation Admin Notification - If enabled under Settings>Preferences. This email will be sent to notify admins of an approved request being cancelled.
• Return to Admins Notification - Sent when tickets are returned from a request to the Administrators division. 
• Email approver notifications - If the email approver field (enabled under Settings>Lists>Additional Order Fields) is being used on the request form, this is the email sent to the approver. 
  

User reminders

• Incomplete Reminder (manual) - Manually triggered by admins via Guest Management or the dashboard, this will notify users to complete any missing guest details
• Event Reminder (scheduled) - If enabled under Edit Category, this template will be sent automatically sent to all users with a approved request a specified number of days before an event If enabled it will effect all events within the category

Guest Management Templates

• Custom Guest Email - This email template would need to be disabled in the platform for Howden
• Guest Invitation - Sent manually when guests invited
• Guest Invitation Accepted - Automated email when guest registers
• Guest Invitation Declined/Cancelled - Automated email when guest declines or cancels after registering
• Guest Partially Registered - Automated email if Save for Later is enabled and guest partially completes registration.
• Guest Rejected - email to reject
• Guest Invitation Reminder - Automated email to invited guests who have not yet registered, with timings configured for the whole platform under Settings>Preferences. (e.g. 3 days after the event)
• Guest Pre-Event - Automated email to confirm arrangements near to event, with timings configured under Edit Category and applies to all events within the category e.g. 10 days before event date)
• Host Reminder (GMM) - This is a manual reminder which admins can send to users who have not yet completed all of their guest details.
• Additional Guest Auto Registration - Automated email to the additional guest(s) of a primary guest when the primary guest confirms the name of their additional guest(s) - only sent if the Auto Register workflow is configured at event level
• Additional Guests Invitation - Automated email to the additional guest(s) of a primary guest when the primary guest confirms the name of their additional guest(s) - only sent if the Invited to Register workflow is configured at event level
• User Notification of Guest Declining - Sent to the User of a request when a guest declines their invitation. Users can then add a replacement guest through their request on the platform.
  
  

  Admin notifications

• Guest Registration Admin Notification - If enabled under the event settings, this email will be sent to admins or the specified admin whenever a guest registers for an event.

Guest feedback

• Guest Feedback - Automated email to all registered guests post-event with link to feedback survey.
• Guest feedback reminder - Automated email to all registered guests post-event who have not yet completed the feedback survey, with timings configured across the platform under Settings>Preferences

Step 2: Testing email templates

Before updating an email template, we recommend sending a test email to yourself to check the formatting.

Please note that merge tags (e.g. ${firstname}) will not populate when using the Send test to me function in Settings > Emails.

If you've added new merge tags to a template, it's best to trigger a live email (e.g. by performing the relevant action in the platform) to ensure the data is pulled through correctly.

Supported merge tags can be found at the bottom of each email template. 

FAQs:

Q: How do I request a template amendment?

A: Contact an Admin who can complete this for you.