This question is in reference to Atlassian Documentation: Receiving requests by email
The project name is actually the client's name. Therefore when the client sends in a ticket via email they are getting an auto-receipt from the system signing off the email with their own name which is obviously silly. I can't for the life of me find out where in the system you can edit this preset email.
It is not currently possible to customize the messages sent out by JIRA Service Desk to Customers when their Requests are created. There is a Feature Request to bring in this functionality: https://jira.atlassian.com/browse/JSD-218
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