Summary

When a response is added to the respond to customer comment field, a template is used to add some preconfigured text.
It is not possible to disable or to change the template.

Steps to Reproduce

1. open a service desk issue
2. add a comment

Notes

The ability to change the template is needed to add an appropriate salutation.
(in a different language)

Workaround

Enable the following dark feature from https://<instance-url>/SiteDarkFeatures!default.jspa (Atlassian Cloud support will need to do this for you in the Cloud Environment)

sd.email.conversational.notification.disabled