Misc
Communication
Email templates, notification templates and reply snippets — all outgoing messages in one place, with the same brand and tone of voice across the board.
Updated May 18, 2026
Configuration · Misc · 7.1
The Communication module manages all outgoing messages from Gfacility: email templates (ticket updates, booking confirmations, visitor invitations), notification templates (Teams, push), and reply snippets that handlers can drop into conversations. One place for copy, one tone, one corporate identity.
Why this matters to the business
"Every department has its own tone"
Templates managed centrally → uniform voice, no matter which workgroup sends.
"Handler types the same thing every time"
Reply snippets for common answers → one click, text inserted, personal addition possible.
"Translation forgotten in non-EN mail"
Per template a variant in every supported language → fallback only where deliberately not yet translated.
"Variables in mail don't work"
Placeholders ({{ticketId}}, {{name}}) get replaced on send → no "Dear {{firstName}}".
The three template types
Email templates
Outgoing mails: ticket created, status changed, booking confirmation, no-show warning. With subject, body and variables.
Notification templates
Short messages for Teams channel, mobile push, browser banner. Different length, different style than email.
Reply snippets
Snippet text handlers can insert into ticket conversations — "We've investigated your issue…", "Here's the resolution…".
Standard variables
| Variable | What it inserts |
|---|---|
| {{user.firstName}} | First name of the recipient. |
| {{ticket.id}} · {{ticket.title}} | Ticket references. |
| {{ticket.handler}} | Handler — used in "Your ticket is being handled by X". |
| {{booking.room}} · {{booking.start}} | Booking details. |
| {{visitor.host}} | Host of the visitor. |
| {{org.name}} · {{org.privacyUrl}} | Organisation info for footers. |
| {{action.link}} | Deep-link to the object in Gfacility. |
Which decisions will you make?
One sender or several?
One ("Service") is clean; per service ("IT", "FM") gives clarity but requires more maintenance.
Reply-to strategy
No-reply (strict) or mail-to-ticket (convenient)? Mail-to-ticket requires mailbox monitoring.
Approval step for templates
Communications owner reviews new or changed templates before they go live.
Maintenance cadence
Half-yearly review whether all templates still match current tone, branding and footer obligations.