Edit an email template safely

Use email templates to control the subject, body, translations, placeholders, and attachments for customer communication.

Edit templates carefully. A broken placeholder or missing attachment can affect confirmation emails, payment-link emails, ticket delivery, or operational messages.

Before you start

Confirm:

which template type you are editing
which languages need content
which placeholders must remain in the message
whether default content should be restored before editing
whether attachments are required
how you will test the resulting email

Open an email template

In the back office, open Comms.
Open Email Templates.
Search for the template by type or purpose.
Open the template.
Review Template type, Subject, Body, language tabs, and Attachments.

Email template editor in the back office — Use the email template editor to review template type, subject, body, language variants, reset-to-default action, placeholders, and attachments.

Choose the template by trigger

Template type is read-only because it identifies the event that sends the email. Edit the row whose trigger matches the customer journey:

Template type	Sent to / when	Typical attachments or content
Order reserved	Customer when an order is reserved but not yet booked.	Reservation summary, deadline, or payment instructions.
Customer action required	Customer when the workflow needs payment or another customer action.	Payment link and clear next step.
Order booked	Customer when the order becomes booked.	Confirmation details and configured ticket or order attachments.
Order updated	Customer when an update workflow explicitly sends this notification.	Current order details; verify whether new tickets are attached.
Order canceled	Customer after cancellation.	Cancellation details and any next steps.
Order paid	Customer when payment completes in a workflow that sends this message.	Payment confirmation and relevant order documents.
Order refunded	Customer after a refund is recorded as complete.	Refunded amount and reference information.
Invoice created	Invoice recipient when invoice creation triggers the template.	Invoice document.
Login, confirmation, invitation, or password types	The user or customer whose account action triggered the message.	Secure action link; normally no event ticket.
Resource requirement types	Resource user when an inquiry, response, allocation, or cancellation occurs.	Event and resource-assignment details.

Scheduled emails are separate. They are created under Comms > Scheduled Emails, assigned to services, and sent relative to booking or start time. See Create a scheduled email.

Attachments configured on a template are added only when that template is the one sent. Tickets, invoices, and other generated documents also depend on the order state and the sending workflow. Test the real trigger instead of assuming that every confirmation includes the same files.

Edit subject and body

Update Subject.
Update Body.
Insert placeholders only from the template's available suggestions.
Keep required operational information, such as order number, event name, date, time, payment link, or ticket download link.
Repeat the edit for each enabled language.
Save with Update.

Restore default content

Use the reset-to-default action when a template needs to return to the KORONA Event default subject or body.

After restoring, compare the default content with your current operational needs before saving. The default may not include organization-specific wording or attachments.

Test the email

After editing:

create or use a safe test order
trigger the email the same way staff or customers will
confirm subject, body, placeholders, links, attachments, and language
check that ticket PDFs or payment links open as expected
confirm the email appears in the order history when applicable

Expected result

Customers receive readable emails with the intended order, payment, event, ticket, and language information.

Troubleshooting

Problem	What to check
Placeholder text appears literally	Placeholder spelling, whether it was inserted from suggestions, and whether the template supports that placeholder.
Attachment is missing	Template attachments, order document generation, historical resend behavior, and file size or type.
Wrong language was sent	Customer language, shop language, available translations, and fallback content.
Email did not arrive	Order email history, customer address, blocked sending, provider state, spam folder, and resend action.
Subject or body editor stays loading or shows Reload	Save or copy any other unsaved work, then select Reload. If loading fails again, do not update the template; contact KORONA Event support.
Payment link or ticket link is wrong	Order state, payment state, invoice state, and whether the email template belongs to the right workflow.
Raw HTML appears in the email	Check every language for editor attributes such as `data-type`, `data-label`, or `contenteditable`.

Raw editor HTML appears in an email

If a received email shows a `<span>` tag or editor attributes such as `data-type`, `data-label`, or `contenteditable`:

Open the template whose Template type matches the email trigger.
Check Subject and Body in every enabled language. The broken content may exist in only one language.
Delete one affected placeholder and insert it again from the available suggestions, then select Update. When saving, KORONA Event restores the other recognized legacy placeholder remnants that it can identify safely.
If raw editor text remains, reinsert each remaining affected placeholder. KORONA Event leaves unmatched or mismatched block start and end placeholders unchanged for safety, so reinsert both placeholders for that block. If the whole template is affected and the standard wording is suitable, use Reset to the default subject and body text instead, then select Update again.
Trigger a safe test email and check every language before resending the email to a customer.

Do not copy the raw `<span>` fragment back into the editor. If the attributes remain after reinserting the placeholder, contact KORONA Event support before sending the template to customers.