An Email Template lets you write that message once and reuse it, with the incident's live details (severity, status, link, and more) filled in automatically when you send.
Writing the same email by hand for every incident is slow and easy to get wrong. A template turns a repeatable message into one click, so anyone on the team sends a consistent update.
Go to Settings > Shared Resources > Email Templates to manage your templates.
Manage your templates from the same list: Duplicate one to base a new template on it, or Delete the ones you no longer need.
Click New Email Template. A template has:
| Field | What it's for |
|---|---|
| Template name | How you'll recognize it in the list (e.g. Customer-facing status update) |
| Template description | Optional note on when or how to use it |
| Subject / Body | The email itself. Both can contain dynamic fields (below). |
| To / Cc / Bcc | Default recipients, picked from people in your organization |
| Sender name | The display name the email appears to come from (e.g. Incident Response Team) |
| Timezone | Applies to timestamp fields when they appear in the subject or body: Started at, Acknowledged at, Resolved at |
Instead of typing details that change with every incident, drop in a dynamic field. From the Incident dynamic fields panel, click or drag a field into the subject or body — it appears as a chip, and is replaced with that incident's real value when the email is sent.
Available fields — the same names and descriptions you'll see (on hover) in the Incident dynamic fields panel:
| Field | What it inserts |
|---|---|
| Incident ID | The incident's unique numeric ID |
| Title | The incident's title |
| Description | The incident's description |
| Severity | The incident's severity level |
| Status | The incident's current status |
| e.g. Open, Acknowledged, or Resolved | |
| Incident URL | A link to view this incident in the dashboard |
| Started at | When the incident started |
| e.g. Jan 5, 2026, 3:30 PM (UTC) | |
| Acknowledged at | When the incident was acknowledged |
| Resolved at | When the incident was resolved |
| Duration | How long the incident lasted |
| e.g. 2d 3h 15m — or "Ongoing since" the start time if still open | |
| Responders | The people and teams responding to the incident |
| Labels | The incident's labels |
| Services | The services affected by the incident |
| Links | External links related to the incident |
| e.g. linked tickets or discussions | |
| AI summary | An AI-generated summary of the incident |
| Custom fields | The incident's custom fields |
Templates are applied when you send an email from an incident: in the incident's Email tab, open the composer and pick your template from the Email template dropdown. The subject, body, recipients, and sender name all pre-fill — already resolved to that incident — and you can edit anything before sending. See Sending Incident Updates by Email.