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

How to set reply email body which is above the line to only be visible on comment

Hi Community,

I need to set the following line "reply above the line" for the email content received from customer that is above that line to be only visible on comments .


Is there this features in Jira?

Thank you in advance for your support.

Best regards,
Jason Li

2 answers

Hi @Jason Li Ting Chung,

You can customize the email content for JSM's customer notification - Edit customer notifications.

I hope that this helps.


0 votes
Daniel Ebers Community Leader Feb 12, 2021

Hi @Jason Li Ting Chung

could you please explain how it should look like?

Assuming you are in a conversation with a customer, you replied several times, the customer did so as well.

All replies the customer sends (they probably do so by putting text above the "reply above the line" in their mail client) will be put into a new comment in your request on Jira Service Management.

Where else do you see their reply as you stated you'd only like to see it in comments?
Thanks for clarification :)


Suggest an answer

Log in or Sign up to answer

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