The Activity Feed, launched in the Remedyforce Console, made it much easier for staff to compose emails from within a record without having to switch to a different page. We have been adding features to the Activity Feed based on popular demand. Yet we find that some staff still prefer to use the Email option within the Actions menu. In previous releases, it lacked the ability to use email templates while composing email in Rich Text mode. In the Summer 19 release, we have added this capability.
Now the Email Template drop down will be visible irrespective of Rich/Plain Text mode while composing Email through Actions > Email. Also, while Replying/Replying all emails in Rich Text mode through Console > Action History (as shown in fig. below).
Once user selects email template then editor will be changed to "Insert additional information here" text area and will be enabled or disabled based on Admin configuration defined for “Allow staff members to add additional information in the email sent using templates.” Setting in Email configuration setting.
If user deselect chosen email template from drop down, then previous body content will be retained with respective editor mode.
This feature is applicable to Incident, Task, Problem and Change request module.