Currently, Service Desk Agents receive notifications as per JIRA Notification email template, which is not customizable.

It would be great to have the ability to customize the content of emails sent to Agents, possibly including variables such as customer organization, request types and etc.

Workaround

You can use Automation to do this (you may want to disable the default Jira notifications that you are going to replace with the custom ones).

You can find the Automation option in your project settings. Be careful not to confuse it with the Legacy Automation option present in the same menu.

For further details on this please see:

• Jira Automation
• Automate your Jira Cloud processes and workflows