How do you change the content of the email sent when a customer request something

How can i change, what it says when a customer opens the email confirming their support request?

2 answers

1 accepted

1 vote
Accepted answer

It is not currently possible, but there's an open suggestion you can vote for:

We have found that the most disturbing thing is that the signature of that email is the project's name, which, as it's normally the name of the company of the customer who opened the request, it is completely misleading.

However, the name of your service desk portal (and the signature of that email) can be changed by editing its name here:


In our case, we normally change the name from 'Company' to 'Company's Service Desk'.

Can you turn it off or stop it sending out those messages?

I don't think so, but it's normally better that the requester had a confirmation with the link to the issue he had created.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Friday in Jira Service Desk

Are you a Jira Service Desk agent? We want to talk to you!

Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...

142 views 0 8
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