Email templates language support

Paula Espino

Hi, we have a service space that, by default, is in spanish. We have mostly spanish customers, but we have some customers that we will support in english. We did set our portal in english and we enabled language support in english, available to customers. We also have email templates translated into english:

But I did a test and, event if I use the portal in english, write a request in english, etc, I received an email notification in spanish. I checked also and the request was created correctly in english:

How can I enable Jira to send this email notifications in english? Also, is there a way to always send english email notifications to a certain set of customers? The space default must remain in spanish.

Thank you

Isabelle Ruivo dos Santos

Hi. @Paula Espino! 

JSM determines the language of email notifications based on the user's (customer's) Atlassian profile language, not the language of the portal where the request was created. So even if the customer accesses the portal in English and writes in English, if their Atlassian profile is set to Spanish (or if they have no profile and the instance's default language is Spanish), the email will be sent in Spanish.

What you can do:

1. Ask customers to set their profile language

If customers have an Atlassian account, they can go to Profile → Language and switch to English. Notifications will then be sent to them in English. However, this requires action from the customer — it's not something an admin can control centrally.

2. Use custom email automations (more robust workaround)
Instead of relying on JSM's native notifications, you can:

• Create an Automation Rule that triggers on ticket creation/update
• Use the "Send email" action with the email body written in English
• Filter by the customers who need to receive emails in English (e.g., by custom field, JSM organization, or label)

This gives you full control over the email language, regardless of the user's profile settings.

3. Segment by JSM Organization
If your English-speaking customers are in a separate Organization in JSM, you can create automations specific to that organization, sending emails in English only to them — while keeping Spanish as the default for everyone else.

Hope this helps...