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Is it possible to alter the automated emails that the system sends?

We want to add an image into the text that gets send out when a ticket is raised, currently it just says;


Reply above this line.

Just confirming that we got your request. We're on it.

View request · Turn off this request's notifications

We want to replace the text with a nice image etc, is this possible?


1 answer

1 vote

Hey @jamie

Welcome to the community! Head over to your Service project settings -> Customer notifications -> Edit templates.



And then start having fun customizing them! :)

Best, Max

Hi Max, 

Thanks for this, only does text, are we able to put images in? I'd like to add; 

Support Message image.png

Hey Jamie,

what gives you the impression that it only does text? You can edit the HTML and CSS of the templates. Maybe have a look at the docs, especially at the first blue box. :) 

Change the look and feel of customer notifications 

Best, Max

I think I might be in the wrong place as the below doesn't have the HTML option, any ideas?


Yes, follow the little path I wrote in my first posting to find the templates. :)

The route you said I can't seem to find, the closest I get is : 

Projects/CES Technical Support/Project settings/Notifications

Customer notifications

The a list of the notification and I can click enable or edit. Edit takes me to the screen shot above.

Hey, so you're telling that you cannot see this button?


Found it! 


Just need to do the below; 

You can add a logo by referencing a publicly-hosted image in the HTML. For example, <img src="url to the image"></img>.


Then I can do it, thanks!

Guessing you can only have 1 template, so I couldn't make them for, ticket opened and one for replies.

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