NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

Hi all,

We have added an option for agents to turn this functionality off as they wish in the 3.0.1, 3.1.0-OD-01 release. If you want to customise further, it's being tracked at https://jira.atlassian.com/browse/JSD-631.

Bests,
The JIRA Service Desk team

Hi all,

Thank you for all your feedback. Before launching this new feature, our goal was to make service desk notification more conversational. We’ve made a decision to move forward with helping agents save time with a friendly greeting and sign off with the agent name to make it more personal. We acknowledge that this functionality isn't for every agent and your desire to customize these responses.
So far we've added additional translation strings for German, French and Japanese.
You can also help us in translating for your language here if it is missing https://translations.atlassian.com/.
The string are:

sd.comment.prepopulated.default.greeting=Hi {0},
sd.comment.prepopulated.default.anonymous.greeting=Hi,

The ability to edit these responses will require a bit more thought, the immediate action for us is to provide an option for agents to turn this functionality off as they wish in the upcoming release. If you want to customise further, it's being tracked at https://jira.atlassian.com/browse/JSD-631.

Thanks for your patience and we hope you appreciate our open approach to feature requests.If you have further questions or comments, please feel free to contact me directly as well at jhuynh at atlassian dot com.

Bests,
The JIRA Service Desk team