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Respond to customer: Change E-Mail Template

Rawb

Hi,

we use Jira Service Desk and currently each comment which the customer receives has the following body template

—-—-—-—

Rawb commented:

Test = In Progress

I would like to change this Template in JSD. How do I do it?

Accepted answers

Bastian Stehmann

Hi @Rawb,

Welcome to the community.

Please have a look here

https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

All comments

Bastian Stehmann

Hi @Rawb,

Welcome to the community.

Please have a look here

https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

Rawb

Hi @Bastian Stehmann

does this apply for responses which are triggered inside of JSD? I do not use the customer portal right now

Bastian Stehmann

That is for all comments that your customer receive, even if you do not use the portal.

Rawb

Okay, i have a template configured. But it still uses the same E-Mail Template

Bildschirmfoto 2019-01-12 um 13.46.58.png

Bastian Stehmann

You have to make sure that your customers have German selected in their profile. If they have another language choosen, the template for that language is used.

Rawb

@Bastian Stehmann

Okay that explains it

Our Customers don't have access to Jira. We manage the users. Is there a possibility to change the language setting as an administrator?

Bastian Stehmann

I don't know a way to do that, I'm sorry.

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