Is it possible to amend the Service Desk email templates ?


We've recently purchased the Service Desk plugin.

We would like to amend the email Templates that come with Service Desk.

For example the confirmation email that is sent to the reporter when an issue is raised on the Customer Portal.

Is this possible ?


7 answers

1 accepted

2 votes
Anna Cardino Atlassian Team May 21, 2014

Hello Sam,

Kindly look to this documentation,

Furthermore, I came across to JRA-7266. I would suggest that you do the following on the tickets:

* Vote, so that it will receive more attention

* Watch it, so that you will receive any and all updates

* Comment, and give your opinion on the matter

Hope it helps.



2 votes

At this stage it is not possible to customize mail templates for Service Desk. A request has been logged here to add such functionality.

Just been diggiing on this issue most of the day.

I just cannot believe that once can market a helpdesk system where you cannot actually customize end user notification.

So frustrating...

Service desk emails use a different system that uses templates that are built into the plug-in and not editable (afaict).

Yes, I read this documentation before and amended the normal JIRA email templates previously. However the Service Desk emails don't appear to be in the same directory. The Service Desk email templates seem to be hidden away some where.

Am hoping Enterprise Mail Handler for JIRA will be able to fill in the gaps.. 

We have managed to do that. We have made script for ourselves that it allows us to customize all out going emails.

It's more like a workaround for this problem but it helped us. 

You just need to edit templates in JAR file.

Please write path to templates in jar file

Can someone please share the location of the templates in the JAR file?  I'm not finding it.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

496 views 2 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