If a customer creates a request from our Jira Service Desk Portal, they get a customized email notification. However, if they email a request via our service desk email address, which is handled by Jira Service Desk Mail Handler, they get the default "we're on it" notification.
Am I missing a setting somewhere to get the email requests to use the customized notification?
The email configurations from Jira Service Desk can be accessed from Project (Service Desk) settings-> Customer Notifications, and from here you can edit the templates directly.
Hope it helps,
Carlos
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