This is a very frustrating situation and I am not able to find any standard solution for this.

Our customer has one existing customer portal, which they are not using anymore, but it exists in production.

As part of their innovation program, they have created a new customer community and everything is working well. However when a new user is being setup for the community, Salesforce is still sending wrong email template, which was configured for portal.

Things I have checked so far:

  • Email templates under community are setup properly
  • Profile enabled for community is of correct type
  • There are no profiles enabled for previous portal

Am I missing something here?

  • I am not very familiar with portals, however, do you see the template under Settings>Communication Templates>Email Templates? I believe they have a checkbox to disable them ("available for use") – glls May 10 '17 at 2:28
  • I did that. So even you update new email templates to existing portal (Email templates are required fields) , it doesn't resolve the community merge field. This is so stupid of community. – Salesforcesmarty May 10 '17 at 2:32
  • The new community is a lightning costumer service one? – glls May 10 '17 at 2:38
  • Yeah that's correct. – Salesforcesmarty May 10 '17 at 3:25
  • under community management, where you have Administration>Emails and then Email Templates, how is that configured? – glls May 10 '17 at 3:42

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