Email¶
In Daktela, an email is a single message β either inbound or outbound. Emails always live inside a ticket. A ticket is the overarching case or thread that can contain multiple emails, calls, chats, and other activities. You cannot send an email in Daktela without a ticket: if you send an email without assigning one, a new ticket is created automatically.
Composing a New Email¶
Starting a brand-new outbound email also creates a new ticket at the same time.
From the Main Menu¶
Click the New email button at the top of the Main menu on the left side of your screen. A new tab labelled New email opens in the static panel. Fill in the email details as described in The Email Widget below.
From the CRM Module¶
You can start an email directly from a contact or account record in the CRM module.
- Open the CRM module in the Main menu and go to Contacts or Accounts.
- Find and open the contact or account you want to email.
- Click the email icon next to the email address.
A new tab with your email opens in the static panel. If no ticket is assigned, one is created automatically when you send.
Emails in Existing Tickets¶
When you are already working within a ticket, you can compose emails directly from inside it.
Open the Tickets module from the Main menu and open the ticket you want to work with. An email is a widget inside the ticket detail screen.
To start an email from within a ticket, use one of the following methods:
- Click the green Email button in the top-right corner of the ticket. A dropdown appears β select the recipient address you want to use, or choose Other email to enter a different address.
- On any existing email in the ticket thread, click Reply or Forward.
In all cases, a new tab with the email composer opens in the static panel.
The Email Widget¶
Use the Email widget to compose and manage your email. The widget header displays the ticket number and name (if one is already assigned).
Header Fields¶
| Field | Description |
|---|---|
| Queue | Select the email queue to send this email from. |
| Recipient | Type or select a recipient. If you opened the email from a ticket, click the blue button to open a dropdown with relevant addresses. The same applies to the Cc and Bcc fields. If you enter more than one recipient in the main field, only the first address is paired with the contact in the ticket, email, and activity. |
| Subject | Type a subject line. This field is pre-filled when you are replying to or forwarding an existing email. |
Tip
If your administrator has set a Default template for the selected queue, it's automatically inserted into the subject and body when you start a new email, reply, or forward β you can still edit it or pick a different one via Templates. If you switch to a different queue before making any changes, the content updates to that queue's default template (look for the info icon next to the Queue field); once you've started editing, switching queues won't touch your content.
Toolbar and Actions¶
The email body editor sits in the bottom part of the widget, with a formatting toolbar along the top edge. The toolbar includes a Code Snippet button for inserting syntax-highlighted code blocks β select a programming language (for example JavaScript, Python, or SQL) and paste your code; the formatting is preserved when the email is sent and viewed later. Below the editor you will find the following action buttons:
- Templates β select a template to insert into the email body. Search for templates using the search field. When you insert a child template, its parent template is inserted automatically; you cannot insert a parent template on its own.
- Attachments β select files to attach, or drag and drop them into the grey area. If you opened the email from a ticket, use Select from ticket to pick attachments already on the ticket. The total size of all attachments and inline images must not exceed 20 MB.
- Copilot β AI-powered writing tools: rephrasing, tone adjustment, translation, and more. See Daktela Copilot for details.
- Postpone β saves the email to your Pending activities so you can return to it later.
- Discard β discards the email; a confirmation dialog appears before anything is deleted.
- Schedule β opens a time picker so you can schedule the email for future delivery. See Schedule an Email below.
- Send e-mail β sends the email immediately. If no ticket has been assigned, a new one is created automatically.
Schedule an Email¶
Click Schedule to open a time picker and choose the date and time you want the email to be sent.
Once scheduled, the email moves to Pending activities, where you can edit it, reschedule it, send it immediately, or delete it before it goes out.
Info
Scheduled sending is available only if the email queue is configured to allow it. If the Schedule button is not visible, contact your administrator.
Tip
You can get notified when your scheduled email is actually sent. Go to My profile β Notifications and enable the My scheduled email was sent notification.
Editing an Email in Multiple Tabs¶
If you edit the same email in more than one browser tab simultaneously, the tabs stay synchronised so you do not lose your work. If a conflict arises between tabs, a dialog appears above the email body editor where you can choose which version to keep.
Click your value to keep the version in the current tab, or new value to keep the version from the other tab. The chosen version synchronises to the current tab automatically.
If there is more than one conflict, you can:
- resolve each conflict individually using the method above, or
- click Ignore all changes to keep all data from the current tab, or Apply all changes to replace all current-tab data with the version from the other tab.
Warning
If you dismiss the conflict warning, continue composing your email, and then click Apply all changes after some time, any changes you made after the warning appeared will be lost. You can recover them by pressing Ctrl+Z.
Warning
Attachments and inline images do not synchronise between tabs.