I am using Jira Service Management as a helpdesk with email channel enabled. Currently, when agents reply to customers using “Reply to customer / Public comment”, the outgoing emails always include Jira system-generated content such as: * “ changed the status to In Progress” * “View request / Turn off this request’s notifications” * “This is shared with ” * “Powered by Jira Service Management” I have already: * Disabled most Customer notifications * Edited notification templates * Set a custom Reply-To email (external Gmail) However, these system lines and branding still appear in the emails. My questions are: * Is it possible in JSM Cloud to fully customize or remove these system-generated sections when replying customer? * Is there any roadmap or known workaround (apps, Forge, API) to achieve clean, plain-text customer emails without Jira system text? I want Jira to act as a backend ticketing system while keeping customer emails as clean and “non-Jira” as possible. Thanks in advance for any clarification or best practices.

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How can I custom Email?

Bùi Đoàn Minh Ngọc

I am using Jira Service Management as a helpdesk with email channel enabled.
Currently, when agents reply to customers using “Reply to customer / Public comment”, the outgoing emails always include Jira system-generated content such as:

“<Agent name> changed the status to In Progress”
“View request / Turn off this request’s notifications”
“This is shared with <email>”
“Powered by Jira Service Management”

I have already:

Disabled most Customer notifications
Edited notification templates
Set a custom Reply-To email (external Gmail)

However, these system lines and branding still appear in the emails.

My questions are:

Is it possible in JSM Cloud to fully customize or remove these system-generated sections when replying customer?
Is there any roadmap or known workaround (apps, Forge, API) to achieve clean, plain-text customer emails without Jira system text?

I want Jira to act as a backend ticketing system while keeping customer emails as clean and “non-Jira” as possible.

Thanks in advance for any clarification or best practices.

Accepted answers

Elmo Kuslap

Disable the relevant Customer Notification in JSM, and replace it with a manually triggered Automation rule that sends an email to the reporter. This way, you can fully control the email’s subject/body (clean, plain, non-Jira) while still adding the public comment/update in the ticket if needed.

Marc -Devoteam-

Hi @Bùi Đoàn Minh Ngọc

You can change the main template of the used by the customer notifications.

Go to you JSM project and custom notifications, then on this main page select the edit button to change the tempalte used by HTML, CSS or Text

Or create automation rules, with your won triggers conditions and mail action.

All comments

Kai Krause_xx7uj7

Hi,

i think today you cannot change it .

These elements are not part of notification templates and rendered from the email-engine it self. I think this is a long-standing limitation of JSM Cloud, that you can not use it in a white-labeled mode.

You can rebuild the build handling with automation rules and sent the mails with that.

BR
Kai

Elmo Kuslap

Marc -Devoteam-

Hi @Bùi Đoàn Minh Ngọc

You can change the main template of the used by the customer notifications.

Go to you JSM project and custom notifications, then on this main page select the edit button to change the tempalte used by HTML, CSS or Text

Or create automation rules, with your won triggers conditions and mail action.

Bùi Đoàn Minh Ngọc

1. I’ve successfully configured outgoing emails (automation rule) without the Jira footer. However, when customers reply within the same email thread, their responses are not added as comments and do not appear in Jira (two-way email reply is not working). How can i fix?

2. How can I remove or change the automation@<site>.atlassian.net sender domain in Jira Service Management automation emails?

Bùi Đoàn Minh Ngọc

2. How can I remove or change the automation@<site>.atlassian.net sender domain in Jira Service Management automation emails?

Marc -Devoteam-

Hi @Bùi Đoàn Minh Ngọc

You need another mail rule based on trigger all comments, that based on the comment the issue is transitioned

Change the sender in the email action of the automation rule

Igor Medeiros - Modus Create

Hi @Bùi Đoàn Minh Ngọc

Kai is right that the system lines ("changed the status to", "View request", "Powered by Jira Service Management") are added by the JSM email engine, not the template. Editing the template won't remove them. Marc and Elmo's Automation path works: disable the matching Customer Notifications and replace each one with a custom email rule.

If you'd rather not maintain parallel rules per project, our app Notification Assistant for Jira builds the customer email body end-to-end without the JSM boilerplate.

Feel free to reach out if you'd like to learn more.

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