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Customer email notification Changed template is not applied

I have changed Email template for Customer Notifications (add backgroud & logo), it's saved. Test email I've received is exactly what I need.

'Request created' notification should use my custom template & I've changed content of message.

It's classic Service Desk project.

But when customer create ticket on portal, he receives email (html format) but it's default - both content and layout are default.

Could someone advice how to fix or explain what is wrong?

Thanks in advance for any help.

2 answers

Hi @Alex Kiselev

Do you have language support on your project? If so, you might have to confirm the update for the translations too in order to have them sent.

I just had this issue also, after reading @Eduardo Santos response above, I went looking and found it needed to go to Project Settings>Language Support and found that the languages I am running in my site needed to have the template translations approved. 

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