Hi Team, You're really doing an awesome job and we love it! I have set up a Service Desk project and enabled customer requests through emails. Whenever I send an email to this email, I receive an email back from service desk about the successful creation of a ticket. Below is how it looks; What I would like to know is that if there is a chance I can custom modify this acknowledgement message like i do have some html content to display in mail as template? If yes, can you please guide me as to how to achieve this or send me documentation regarding the same? Thanks in anticipation!!

nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Need to customise acknowledgement mail from JIRA service desk.

Akshara_wucas7

Hi Team,

You're really doing an awesome job and we love it!

I have set up a Service Desk project and enabled customer requests through emails. Whenever I send an email to this email, I receive an email back from service desk about the successful creation of a ticket.

Below is how it looks;

Screen Shot 2020-05-12 at 9.12.38 AM.png

What I would like to know is that if there is a chance I can custom modify this acknowledgement message like i do have some html content to display in mail as template? If yes, can you please guide me as to how to achieve this or send me documentation regarding the same?

Thanks in anticipation!!

Accepted answers

Derek Fields _RightStar_

The good news is that this message is customizable. Go to the Project Settings in your Service Desk project. Under Customer Notifications, you will see a list of notifications. You can edit the text of each one individually.

You can also edit the footer text that accompanies each message by editing the template in the same area.

All comments

Derek Fields _RightStar_

You can also edit the footer text that accompanies each message by editing the template in the same area.

Akshara_wucas7

Will check and let you know @Derek Fields _RightStar_ , thanks for you response :-)

Akshara_wucas7

Thank you so much @Derek Fields _RightStar_ , It's great option to customise our HTML content. Thanks JIRA for this feature.

Apologise for delayed reply, since i got my admin access delayed.

Akshara_wucas7

I just have one more question,

Screenshot from 2020-06-15 13-34-42.png I got this message, and i didn't inserted any as ${message.content}. Do i really wanna add it? If yes, where i need to customise the message content.

Thanks in anticipation!

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