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Hi @Yifu Tong
Do you mean when the user first creates a ticket (or similar)?
If so, you can modify these notifications! You'll need to be a Project Admin in the JSM Project, and then...
See more information on this help page: https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/
Hi @Yifu Tong ,
Welcome to the community !!
Yes, You can edit the auto replies. to do that, navigate to your JSM project settings --> Customer notification. Edit the the required notifications there.
Direct link: https://<baserURL>/jira/servicedesk/projects/<PROJECTKEY>/settings/customer-notifications
Hi @Yifu Tong
Apart from what @Rilwan Ahmed suggested keep in mind that you might have internal customers as well (meaning users from your domain you have product access but are customers as well). In that case you have to make sure that they are included in your project only as customers and not have any other project role. If they do, apart from the customers notifications they might receive notifications from the notification scheme.