We noticed that when sending the message from Help Desk in Service Hub using Email channel we can’t apply our branding (HTML + HubL). And our email looks regular. We tried to create email template and add it to the workflow, so each time operator is sending the email it will automatically wraps with our Brand Design, but it was ipossible to do so because of three things:
1. There is no event-based trigger, so we can’t enroll any object into the workflow
2. We can’t see variable in HubL, that will capture and add dynamic value (operator’s message) to our Design (HTML + HubL)
3. Even if we can somehow fix 1 and 2 issues, it looks like when testing the customer will receive 2 emails: 1st one regular text w/o design and 2nd with brand design. So it somehow has to be restricted