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"Customer Invited" Language Support not showing

Laura Jiménez Goicoechea
July 28, 2026

Hi everyone,

I'm managing a JSM Cloud project (Standard plan) and I'm trying to customize and translate the "Customer Invited" notification via Language Support, but the template simply doesn't appear in the list.

My setup:

  • JSM Cloud, Standard plan (paid)

  • Customer invitation emails are sent from jira@[mysite].atlassian.net.

  • "Allow accounts to be created for customers" is enabled
    jsm1.png

  • Language Support is configured with multiple languages in the project-
    jsm2.png

What I see:
All other customer notification templates appear in Language Support (e.g., "Comment added", "Request created", etc.), but "Customer Invited" is completely missing from the list — I can't find it anywhere to edit or translate it.
jsm3.png

My question:
What am I missing? Is "Customer Invited" intentionally excluded from Language Support? Is this a known limitation where the template exists and is sent by JSM but cannot be customized or translated because the customer's language preference is unknown at the time of invitation?

If so, is there any workaround to at least edit the content of that specific notification?

Thanks in advance!

1 answer

1 accepted

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Answer accepted
Marc -Devoteam-
Community Champion
July 28, 2026

Hi @Laura Jiménez Goicoechea 

Welcome to the community.

Jira Service Management sends customer invitation and notification emails based on the recipient's personal Atlassian account language profile rather than the portal view.

Laura Jiménez Goicoechea
July 28, 2026

Hi @Marc -Devoteam- 

Thank you so much for the quick reply.

We edited the Customer Invite notification though. Does that mean that we need to insert the text in any languages that might apply?

jsm4.png

jsm5.png

Thanks again!

 

Like Marc -Devoteam- likes this
Marc -Devoteam-
Community Champion
July 28, 2026

Hi @Laura Jiménez Goicoechea 

Yes, as this is based on the language setting a user has set in their own personal profile.

This you can't manage as an Admin.

Laura Jiménez Goicoechea
July 28, 2026

Hi @Marc -Devoteam- 

Thank you very much again! We'll have to add the notificaction in the three languages in just one block then.

Like Marc -Devoteam- likes this
Marc -Devoteam-
Community Champion
July 28, 2026

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Product Admin Site Admin
TAGS
AUG Leaders

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