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Hello,

Is it possible to implement a hint in Jira Service Desk for new requests via e-mail and the portal, below the subject line?

If so, where can I set this up?

I mean the automatic acknowledgement of receipt of a request. This hint should also appear permanently in every response.

Thank you very much.

With kind regards

Robert Schiller

1 answer

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Answer accepted

Hello Robert,

Thank you for reaching out to Atlassian Community!

It's possible to edit the template for notifications and add a custom message that will appear on notifications. The only one that will not be affected is the "Customer invited" one. 

Go to Project settings > Customer notifications (Classic project) or Service Desk settings > Notifications > Customer notifications. 

Click on Edit templates and on the HTML you can add the custom text. 

Screen Shot 2020-10-09 at 14.58.29.png

On the customer portal, you can edit the announcement banner to add the message you need. It's possible to add on a specific service desk or for the entire portal.

Screen Shot 2020-10-09 at 15.02.09.png

Screen Shot 2020-10-09 at 15.03.31.png

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

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