Specific confirmation mail

[Hanna Torany]

I have onsite projekt in Jira Cloud and when a customer create a case i get a request and the customer get a confirmation by mail.

In the confirmation, i want to send the same mail that my customer have send to me.

I don´t know if there is a rules or som somthings that i can create it?

[Manon Soubies-Camy]

Hello @Hanna Torany and welcome to Community!

You can change customer notifications templates in Project settings > Customer notifications. In your case you'll want to edit the Request created template, you can insert the Issue description variable to include the email the customer sent you.

More info notifications templates: Configuring service desk notifications

Hope this helps!

- Manon