When our customer submits a problem to our JIRA support email address, the resulting email to L2 support looks like any other email we might get from our contact. Can a link to the ticket be included in the notification so it's clear the email originated from JIRA?
Correct me if I am wrong, but you are looking to customize the contents of emails generated by JIRA for certain actions that happen. It would be possible to customize the content if you are using JIRA Server. As for JIRA Cloud, I'm afraid that customizing the email content is not possible.
A good place to look at more details would be in Customizing email content. As for the particular file to edit, I believe it would be in <JIRA_INSTALL>\atlassian-jira\WEB-INF\classes\templates\email\text\issuecreated.vm.
I hope this is what you are looking for.
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