You can customize emails sent to residents when requests are submitted, acknowledged, closed, and when new comments are submitted by the city or by neighbors.

Considerations and Best Practices  

If you add a new service request category after you customize an email, your customized emails will not automatically include the new service request category. You must manually go into your customized emails and select the new service request category or the generic emails will be sent. 

A great way to continue marketing your marketplace app is to include a link to download the app and remind people of the self-service tool on your city's website.

Owners can use this feature.

Instructions

1. Navigate to Profile > Manage Organization.
   
   
2. Select Email Customization.
   
   
3. Click Customize Email For and select one of the eight available emails to customize.
   
   

   • Q3 2021 Update: The email types marked (custom apps only) are no longer available to be customized.  Our development team will remove these selections from the menu in an upcoming production cycle.

4. Customize the email by configuring the fields.
   
   
   • Request Categories: Select the request categories that use this custom email.
   • Title: Give your email a title that is used to organize your notifications internally, such as “Request Acknowledged Email”. This title is only visible to staff viewing the customized emails created for your organization. 
   • Subject (Optional): If you leave the subject line empty, the system generates a subject based on the category of the request submitted and the request ID. Create a brief subject line to be displayed in the recipient's inbox, such as “Your Request Has Been Acknowledged by Your City” or “The City has Resolved Your Service Request!” leave the subject line alone so that it generates emails based on the category of the request submitted and the request ID.
     • Note: Variables can be used within the Subject as well.
       • For emails that are customized by request type {{issue_summary}}, {{issue_id}}, {{organization_name}} can be used to include issue information in the subject.
         • E.g. "Thank you for reporting {{issue_summary}} (#{{issue_id}})"
       • {{organization_name}} is also available to be used for New Account Created for User and New Membership Created for Existing User Emails.
   • From Name: Updating the From Name field will allow you to customize the sender name information in the email so that the recipient can see the email is from “The City” or “City DPW” instead of “SeeClickFix”. 
   • Logo: Upload a logo or graphic to appear in the header of your custom email. You can use a city seal, departmental logo, or any other desired branding to help residents recognize your organization. 
     • Sizing guidelines: 
       • Recommended: 230x230 pixels
       • Smallest size: 120x120 pixels
   • Email message: Customize the email message for your email by including it in this part of the form. Below are three examples of messages for different types of notifications you can send to your residents throughout the lifecycle of their service request. When a request is acknowledged or closed, the comment or canned message that is used to update the request will be included in the body of the email, below this email message. 
   • Signature: Displays in the footer of the email, you can include a phone number, address, or slogan to appear.
5. Click Save.
   
   

Example Email Customization Messages

• Sample New Request Email Message
  • Thank you for taking the time to report a service request to the City of XXX using SeeClickFix. Your request has been successfully submitted and will be reviewed by a member of our staff shortly. As we work towards resolving your concern, you will receive new email notifications about the status of your request. 
• Sample Acknowledgement Email Message
  • Your service request has been acknowledged by the City of XXX. Please see below for more information about the status of your request. Thank you again for submitting your report. We look forward to resolving your request! 
• Sample Closed Email Message
  • Your service request has been resolved by the City of XXX. Please see below for more information about the status of your request. Thank you again for submitting your report.