Email Templates

How it works

You create one email template per status. When a ticket moves to that status, the customer receives an email automatically — no manual action needed.

Emails are sent via Resend from your RepairTracker account.

Setting up a template

Go to Settings > Email Templates.

1. Click a status to create or edit its template.
2. Write a subject line and body. Use variables (below) to personalize the message.
3. Toggle the template Active to enable sending.

Available variables

Use these in both the subject and body:

Variable	Description
{{ticket_number}}	The ticket number (e.g., REP-00042)
{{customer_name}}	Customer’s full name
{{item_description}}	Item being repaired
{{status_name}}	The new status name
{{estimated_date}}	Estimated completion date
{{shop_name}}	Your business name
{{status_url}}	Link to the customer portal status page
{{tracking_number}}	Outbound tracking number
{{shipping_carrier}}	Shipping carrier name

Active and inactive templates

Each template has an active/inactive toggle. Inactive templates are saved but won’t trigger emails. This lets you draft templates before enabling them or temporarily pause notifications for a status.

Confirmation on status change

When you change a ticket’s status and that status has an active email template, you’ll see a confirmation modal before the email is sent. This prevents accidental emails.

Email consent required

Emails are only sent if the customer has email consent enabled on their customer record. If consent is not granted, the status changes normally but no email is sent.

Plan limits

• Free plan: 1 active email template.
• Pro plan: Unlimited templates.

On the Free plan, you can create templates for multiple statuses but only one can be active at a time.