PHPJunkyard support forum

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What terms did you try when SEARCHING for a solution: custom email

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Is it normal that when updating HESK, the txt files in the folder language/[lang]/emails are being overwritten by the default txt files?
I think this has happened at least twice during both manual and automatic cPanel update processes.

For manual (official) upgrades, always use the patch files suggested when you go to Admin panel > Settings and click "Check for update" link. The patch files only contain new and modified files, so your modified email templates should not be affected.

If you don't use a patch file but the full installation file from https://www.hesk.com/download.php then yes, you should re-upload any modified files as everything will be replaced.

Updates from within Cpanel and done by third-party applications (not affiliated with hesk.com) so I do not know how they handle it.