When we create a customer in Jira Service Desk, can we set the language of the invitation email?

[Gabriel Viger]

Hello Community,

When we create a customer in Jira Service Desk, is there a way we can set the language of the invitation email?

Thanks!

Gabriel

[Angélica Luz · Accepted solution]

Hi Gabriel,

You can translate the notification directly on Project settings > Customer notifications > Customer invited > Edit.

Other notifications can have more than one translation, it can be set on Project settings > Language support, but in this case, the customer account already exists and the system knows what language the customer has set on their profile on the customer portal, so if they set Spanish, they will receive notifications in Spanish, for example.

If all customers on your instance understand the specific language that you want to set, you can safely edit the Invitation notification, because all new customers will receive the notification according to what you've edited. Otherwise, if you support different languages, the best option is to keep using English as the default for the invitation.

Regards,
Angélica

[Marcel D]

Hi Angélica,

Following your instructions, I've modified the invitation email and also ended up changing the project default language.
The address to edit the content was: https://DOMAIN.atlassian.net/jira/servicedesk/projects/KEY/settings/customer-notifications/account-notification/invite-customer

However, I still have a bug with these emails being sent out. That is the 'Sender Name' displayed in front of jira@DOMAIN.atlassian.net.
While the subject and body content is fine, using the portal name variable, the sender name still seems to default to the portal name's non-default language (English) translation.

Since you mentioned keeping English as the default language, I switched the default language to the desired invitation email language.
Is there seriously no way to set the desired language when inviting a user? Not even a default for the organization?

[Angélica Luz]

Hi @Marcel D,

Thanks for reaching out to the Community!

The Customer invited notification can’t be translated at the moment.

Customers receive notifications based on their preferred language, but for the invitation, it’s not possible to select in what language it will be sent.

• Translation for Customer invited notification
• Apply template customizations to account type notifications

Regarding the sender name, for the first notifications like the invite and when the issue is created, it will show the portal name and for ticket updates, it shows the name of the agent.

On the language support it’s possible to translate the portal details on “Portal content”, but customers will see the name translated once they change their preferred language.

Kind regards,
Angélica