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

[Jason Li Ting Chung]

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

[mogavenasan]

Hi @Jason Li Ting Chung,

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

I hope that this helps.

Thanks,
Moga

[Daniel Ebers]

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 :)

Regards,
Daniel