Custom acknowledgement for email requests possible?

Hello Team,

I have set up a Service Desk project and enabled customer requests through emails. Whenever I send an email to this email, I receive an email back from service desk about the successful creation of a ticket. Below is how it looks;


Hello Vysakh,

We have received your request and will get back to you soon.

– Vernalis IT Support

You can reply directly to this email to add any further comments or attachments.
See request details and updates for #VIS-12 - "test mail for notification"



What I would like to know is that if there is a chance I can custom modify this acknowledgement message? If yes, can you please guide me as to how to achieve this or send me documentation regarding the same?


Thanks in advance.


Thank you,


1 answer

Hello Team,


I am also looking for the same change. Is it possible to change the default message? I checked the footer.vm file under the templates folder of my JIRA installation but I cannot find a solution.

Many thanks.


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