Simplify mail template and amount of emails

williamdavidedwards

I want customers to only get an email when a comment is added.
I also want customers to only see the comment in the email rather than the status the request has been changed to.

Currently, our emails show the status that the request has been changed to as well as the comment.

The end result is that I want the email to only contain the added comment.

How can I achieve this in Jira Service Desk?

Andy Heinzer

You can configure which events/actions will send notifications to a customer on a per project basis.  For Service Desk this is explained in more detail in Managing service desk notifications (Server) or Configuring service desk notifications (Atlassian Cloud).

There are several default rules here such as Request created, Public comment added, request resolved, Customer-visible status changed, and more.   You can edit these rules and disable the ones that you do not want customers to receive, such as 'customer-visible status changed'.