Probably. Your question does not tell us what you would like to customise, the language is too vague to be sure. Could you explain it in more detail please? (Screenshots, or specific blocks of text would help)
Please find attached screenshot .When a status for a ticket is changed from "Open" to "In Review" currently there is a system message called "Your request status changed to Review" ,can we give a more meaningful message to customer as this from a customer portal . Can you please suggest here ? Thanks.
Asof now there is a default system rule called “Customer-visible status changed” under Customer notifications which I guess fires the default text as existent now and we can go ahead and modify this text as per our need. What this means is that ,when there is any status change involving Customer visible status, the same modified/customised text will be recorded for all the statuses
But if we want a different text based on a Customer-visible status ,i guess we have to disable the existing system status “Customer-visible status changed” and have to add custom rules in Automation section. So that we can have a text sent for each and every “Customer-visible status” individually.
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