Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Simple way to customize emails

Hi there, 

Is there a simple way (add-on or otherwise) that will allow me to edit the look and feel of email replies?

I don't need it to have images or colors. I'd just like the replies to tickets look more like an email when a customer receives it in their email inbox.

I've looked at TemplateMe! and Enterprise Email Handler, but I cannot work with coding. 


4 answers

@Jesse Stanbridge -

Hi Jesse:

Why don't use the out of the box functionality provided by JSM (aka JSD) .  You can customize the content on a per project basis.  Here is the link references -

For the Cloud Env -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hey @Jesse Stanbridge 

Agree with Joseph's response earlier, the built in functionality is good enough. If you want further customisation and control without coding, then do take a look at 

Hope that helps!


0 votes
Daniel Ebers Community Leader Feb 05, 2021

Hi @Jesse Stanbridge

I seem to understand you are not satisfied with the look how the e-mails are appearing with customers.


I'd just like the replies to tickets look more like an email when a customer receives it in their email inbox.


Could you outline a bit more in detail what you consider wrong with them? We had recently a discussion on the "Reply above this line" part which we do not understand really alongside with some dashes at the beginning of the mail which we cannot make past in text only mode (for html mode there is a workaround, though).

I'd be happy if you could share your pain points. Many thanks in advance!


Hi All! Thanks for your suggestions so far! I think I'm getting close to the format that I want.

@Daniel Ebers Here are some of the things I would like removed to make it look more like an email:

Remove: "Jesse Stanbridge commented:" at the beginning. We sign all of our replies, so this is redundant.

The URL showing up in the footer, as opposed to Linked in the signature. You can see in the example photo that it says "Take the survey now" but then the link shows below. We did set up the hyperlink properly in the message, but it still does this.

Screen Shot 2021-02-05 at 12.12.59 PM.png

Daniel Ebers Community Leader Feb 06, 2021

Good news - this can be adjusted.
In your Service Management project under:
- Project settings
- Customer notifications
- "Public comment added" (or any other event) and there "Edit"


The ${} is responsible for showing your name.

For the survey link (this is no out-of-the-box thing) it might be the case this cannot be adjusted.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

182 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you