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  • When I submit a ticket by email, I get an automatic response that says "We have received your request and will get back to you soon. [Project Name]" I want to know where in the system I can change this as the project name is actually the client's name.

When I submit a ticket by email, I get an automatic response that says "We have received your request and will get back to you soon. [Project Name]" I want to know where in the system I can change this as the project name is actually the client's name.

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.

2 answers

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Mahesh S Community Champion Jun 17, 2016

Please verify the post functions whether you are passing any message to the user on Create step.

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Hello Ruairi, 

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

-shawn

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