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

This widget could not be displayed.

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.


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

171 views 1 3
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you