How to Remove "Agent Name Commented:" from email response

Katie Oliver

Currently, we only have email notifications on for when one of our agents leave a public comment (aka respond) to a customer. However, all of these emails start off with "Agent Name Commented:" followed by our response. I've already looked into editing the customer notification, but I don't see anyway to remove just that part of the response. Does anyone have a work around for this? You can see our current email template below, plus how the email looks.

Joseph Chung Yin

@Katie Oliver -

Hi Katie:

You should be able to change it by going to Customer Notifications from Project settings and edit the "Public comment added" event configuration by removing 

${event.user.name} before Commented:

You can also  achieve what you wanted by creating an automation rule on issue commented trigger event where you can set it up so it only the comment is public.  Afterward, the rule can execute the send email action.

Of course it means that you need to disable the Customer notifications event for "Public comment added" once your automation rule is setup/tested successfully.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.