It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Customizing Text Content of Alert

Is it possible to customize the content of the message that is sent when an alert message is generated? 

For example, what the message I receive now is - 

ACME Automation mentioned you on ACME-1

Re: My Super Important Ticket

This issue requires your attention.


10 answers

This would be a very useful feature, as at the moment the messages do not mean much 

1 vote
Jack Brickey Community Leader Aug 24, 2017

@James Mclellan,

I need more info in order to direct you properly.

You can edit the templates for customer notifications here - Project > Project Settings > Customer Notifications

You can use the Automation feature to create unique notifications to individuals, customers, groups.

Thanks @Jack Brickey!

I'm looking to change the alert, not the Customer Notification. In my specific use case, when an urgent Service Desk ticket is received, I'd like to raise an alert so that supervisors are aware of the problem.

The feedback I've gotten is that the alert text is not specific enough for them to understand what the call to action is. If I could customize the text of the alert, that might help.

Like 1 person likes this
Jack Brickey Community Leader Aug 25, 2017

@James Mclellan,

sorry my brain is working on other issues here but what do you mean by "alert" drawing a blank at the moment. Can you provide more info on where this alert is configured?

Maybe it is an Automation rule you have? If so simply edit the automation rule or Create an automation rule.

@Jack Brickey, no problem.

In this project's Automation rule, under the THEN block is an 'Alert user' action, which provides a list of users to alert when the IF condition is met (in this case, creation of a high priority issue).

The 'Alert user' action takes, as arguments, a list of specific users to alert that the highe priority issue is received.

What I would like to do is be able to customize the text of the message these users receive, so that it's easier for the users to understand.

I'd like to see this one answered as well....  have same situation,  the email someone recieves when the automation is triggered to send an ID and "alert"  isn't clear.    I'd like to customer the email subject and content to say something like Respond required or Ticket Assigned to your Group and needs action.    

I am in the same boat. Users started sending me emails replying "You have my attention!" What else do you expect when they get an email which only says 'This issue requires your attention'. 

How do I customize this message? Anyone?

In the same boat as well. It would be very nice to add a template to that you could format the message to include the topic, creator etc. As it is now cour custom alerts for different incident types all look the same accept the "subject" and you have to click it to see the topic, reporter etc.

I doubt this is a feasible feature on Jira Cloud. But, I need this one badly.

Yet another JSD consumer that could really use this feature. We have multiple teams within same JSD project separated by components, queues and notification. Automation rules seem to be the best way to route things but the current alert is quite useless. Can't really use notifications unless we want to spam other teams.

Can we get an answer from Atlassian on feasibility now or future to customize the alert (i.e.. add reporter, priority, created date, status, issue type, description) ? Basically, what you see on a create notification as a reporter.

I really need to be able to do this also.  I need for alerts to stand out with a custom email so that it doesn't get lost when and issue is escalated.  

0 votes

Another request for this.  I either need to be able to customer the "Alert User", or I need to have more options under "Send Email" to be able to list individuals, not just send an email to Customers.

Seem we are getting a lot of requests for this feature but no repose from Atlassian, come on tell us if its would at least be possible

Same situation here!


Once our primary language is not english, it affects us even more, considering that the users will only receive an english message currently.


Hey atlassian team, is there any related issue gathering interest?



Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published Apr 08, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: A stylish new portal in 4.1 - April 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. Curious about the latest updates in the Jira Service Desk Server...

416 views 0 5
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you