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.
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 correct order, payment, event, ticket, and language information, and staff can trust resend actions during support.
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. |
| Payment link or ticket link is wrong | Order state, payment state, invoice state, and whether the email template belongs to the right workflow. |
