How do I manage email templates?

Email templates define the subject and body of notification emails sent to registrars and registrants when you use the Notify action on a case. You must have Admin access to manage email templates.

Navigate to Email Templates

Click the Settings icon in the navigation menu.
Select Email Templates.

The Email Templates page lists all templates available to your account. Templates labelled Global are provided by iQ, they are active and ready to use, but cannot be opened or edited.

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Create a template

Click + New Template at the top right of the page, or scroll below the template list to expand the Add Email Template form.

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Fill in the fields:

Field	Required	Description
Name	✅	A short label for the template. Shown in the template list and when selecting a template to send.
Description	—	An optional note to help your team identify the template's purpose.
Subject	✅	The email subject line. Supports placeholders.
Message	✅	The email body. Supports placeholders.
Product Category	—	Whether this template applies to Registry, Registrar, or Both accounts.
Auto-Flag on Send	—	Optionally flags the case when this template is sent. Registry accounts only.
Enabled	—	Toggle active or inactive. Inactive templates cannot be selected when notifying.

For a full list of values you can insert into the Subject and Message fields, see Available placeholders below.

3. Click Save.

Edit a template

On the Email Templates page, click the template you want to edit. The edit form opens inline below the list, pre-filled with the template's current content.
Update the fields as needed.
Click Update.

To discard your changes, click Cancel.

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Delete a template

Warning: Deleting a template is permanent and cannot be undone.

On the Email Templates page, right-click the template you want to delete.
Select Delete Template from the context menu.
Confirm the deletion when prompted.

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Available placeholders

Placeholders are replaced with live data from the case and account when the notification is sent. You can use them in the Subject and Message fields of any template.

To view the placeholder list while writing a template, click () Placeholders in the top right of the form.

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Group	Placeholder	Replaced with
Case	`[case_domain_name]`	The domain name for the case
Case	`[case_category]`	The abuse category
Case	`[case_create_date]`	The date the case was created
Case	`[case_share_link]`	A shareable link to the case
Case	`[case_abuse_reports]`	The abuse reports attached to the case
Account	`[zone]`	The TLD zone
Account	`[registrar_name]`	The registrar name
Account	`[reseller_name]`	The reseller name
TLD	`[regoffice_account_tld_id]`	The registry office TLD ID
TLD	`[regoffice_account_tld_abuse_contact_email]`	The TLD's abuse contact email
TLD	`[regoffice_account_tld_abuse_contact_phone]`	The TLD's abuse contact phone
Contact	`[abuse_contact_email]`	The domain's abuse contact email
Contact	`[abuse_contact_phone]`	The domain's abuse contact phone
Date & Time	`[date]`	Today's date
Date & Time	`[time]`	The current time
Date & Time	`[date_time]`	Today's date and time
Date & Time	`[date_plus_one_day]`	Tomorrow's date
Date & Time	`[date_plus_two_days]`	Date two days from now
Date & Time	`[date_plus_three_days]`	Date three days from now
Date & Time	`[date_plus_four_days]`	Date four days from now
Date & Time	`[date_plus_five_days]`	Date five days from now
Date & Time	`[date_time_plus_one_day]`	Date and time one day from now
Date & Time	`[date_time_plus_two_days]`	Date and time two days from now
Date & Time	`[date_time_plus_three_days]`	Date and time three days from now
Date & Time	`[date_time_plus_four_days]`	Date and time four days from now
Date & Time	`[date_time_plus_five_days]`	Date and time five days from now

To send a notification using a template, use the Notify action on a case.

Can we use our own SMTP servers?