Templates & Signature

The Templates & Signatures module is where you govern every email signature and pre-written response used across GEMS CRM. Instead of everyone drafting emails from scratch, this module lets you build reusable, branded content once and control exactly who has access to it.

Two Kinds of Templates

Everything in this module falls into one of two purposes:

• Signatures – automatically appended to a user’s outgoing emails
• Responses – pre-defined email bodies used to reply quickly and consistently on Tickets, Leads, Deals, and Sub-Tickets

Each of those can be built one of two ways:

• Text-Based – composed directly in a rich-text editor, with placeholders you can insert as you write
• Document-Based – built from an uploaded HTML file; the content itself isn’t editable in GEMS, but you can still map placeholders within it

Templates List View

Your central workbench for managing every template in the organization.

What You’ll See

• Template Counters – Total, Signature, and Response counts
• Search Bar – find a template by name
• Templates Grid – every template with its type, usage, and ownership details
• Pagination – for large template libraries

Grid Columns

Column	Description
Template ID	Unique, system-generated reference (e.g., TPL-00001)
Name	The template’s display name
Template Type	Text-Based or Document-Based
Usage Type	Signature or Response
Object	Which record type it applies to — Ticket, Lead, Deal, or Sub-Ticket (Response templates only)
Language	The template’s language
Created By / Created On	Authorship and creation date

Each row includes View, Edit, and Delete actions, all subject to your permissions.

Toolbar Actions

• + New – create a new template (requires Create permission)
• Filter – by Template Type, Usage Type, Object, or Language
• Sort, Refresh, Column Settings, Reset

Good to Know

• A template can’t be deleted while it still has active role assignments — remove those first

Creating a Template

Template Information

• Template Name – must be unique within your organization
• Language – English, Hindi, German, or French
• Template Type – Text-Based or Document-Based
• Usage Type – Signature or Response
• Organization – automatically set to yours

Two fields appear conditionally:

• Object – appears and becomes mandatory once you select Usage Type = Response, since a response template needs to know which record type it applies to
• HTML Template File – appears and becomes mandatory once you select Template Type = Document-Based

Once saved, the system generates a Template ID automatically and takes you straight into the content editor to build out the template.

Building Template Content

What you see here depends on the template type you chose at creation.

Text-Based Templates

A full rich-text editor — Bold, Italic, Underline, Strikethrough, lists, font size, images, and more — where you compose the email body directly.

• Below the editor, you’ll find a list of available placeholders
• For Signatures, these are your own user and organization details (e.g., your first name, your organization’s name)
• For Responses, you define and map your own placeholders to CRM fields
• Clicking any placeholder inserts its code (e.g., #TicketID#) directly into the editor at your cursor position

Document-Based Templates

Since the content comes from an uploaded HTML file, you’ll see a read-only preview instead of an editor. You can still add and map placeholders found within that file — you just can’t edit the underlying HTML content itself from here.

A Note on Placeholders

Placeholder names are case-sensitive. If a placeholder in your content doesn’t exactly match its mapping, the system won’t be able to populate it with real data — so it’s worth double-checking spelling and capitalization when setting these up.

Assigning Templates to Roles

Templates aren’t automatically visible to everyone — you control access by assigning them to specific system roles.

How It Works

• Open a template and go to the Assign To tab to see every role currently assigned
• Click + New, select a role from the dropdown, and save
• To remove access, click the delete icon on a role’s row and confirm — affected users lose access immediately

Good to Know

• Signature templates are limited to one per role. If a role already has a signature template assigned, trying to assign a second one is blocked with a clear error message
• Response templates have no such limit — a role can have as many response templates assigned as needed
• Assignment also respects your organization: even if a role is assigned, users from a different organization will never see the template

Change History Tab

A complete, read-only audit trail of every change made to the template — what changed, from what value, to what value, by whom, and when. Like other modules in GEMS CRM, this tab can never be edited or added to manually.

Editing a Template

Once created, some fields lock in place to protect the integrity of how the template is used elsewhere:

Field	Editable After Creation?
Template Name	Yes
Language	Yes
Content / Placeholder Mappings	Yes
Template ID	No
Template Type	No
Usage Type	No
Object	No
Organization	No

Document-Based templates keep their uploaded HTML content locked in Edit mode too — only the placeholder mappings can be adjusted; if you need to change the actual content, you’ll need to upload a new file as a new template.

How Templates Show Up for End Users

This is where the setup work pays off — when someone composes an email from a Ticket, Lead, or Deal:

• Signatures are checked automatically — if the user’s role has one assigned, it’s appended to the email below the body without any extra clicks
• Responses are available through a Template button in the email composer, showing only templates assigned to the user’s role and matching the object type they’re working in (e.g., only Ticket templates show up when replying to a Ticket)
• Selecting a response template fills in the Subject and Body, with every placeholder automatically replaced by real data pulled from that record