Change Service Desk email back to the old style

We recently upgraded from SD 2 to SD 3 and are now seeing the new simplified "conversational" email notifications sent to end users. 

Long story short, the business is not happy. Now when users are added to tickets, they get a notification they have been added, but they do not get the initial details of the request they have been added to like they used to in SD 2. 

Is there any way to turn off the new conversational style emails or to include the original issue details in notifications like SD 2 did? End users who submit a large number of requests are having a hard time telling which request each update pertains to unless they click in the email and log in to the customer portal. More clicks and load times are definitely not an improvement to user experience. wink

2 answers

Is there any work around for this?  I agree that this has not improved user experience at all.

Adaptavist have found a way to do this. I'm hoping to find out how.


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