Indeed, that’s normal.
the default templates can only be sapped slightly and with a few variables.
Since you are also on a trial you aren’t able to modify them. If you need to do so during the trial to test it you’ll have to contact them with a support request.
Hi @Nolwazi Shebi and welcome to the community!
1. That can be handled using Customer notifications
2. Not possible that I'm aware of
3. According to https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/knowledge-management#how-to-get-started you'll need to set up a free Confluence plan at the minimum. Unless you go beyond the scope of what's included in the Knowlege Base part it doesn't seem like you'll need to purchase a Confluence license
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