I need it too!  Thanks

Hi,

Please pay attention to this topic. It must not be so complicated that it never comes into implementation. It is really important!

Regards

We'd love to see this feature as well, so we can customize the first impression that new customers will have.

Our Service Desk application creates this email when new customers are added to the system in order for them to create support requests. These are external customers.
With the current email message that is being send, they really do NOT understand where it came from or what to do with it.

We therefor want to modify the message with additional information, so customers who received this email, will know what to do with it.

Please consider this issue as high priority.

Please, add this feature. This is a pity that an important and easy functionality like that is not implemented en the server version but in the cloud version.

Thanks

it is actually sad that there is no solution here even after more than 5 years!!!!!!!!!!!!!!!

Anyone else get the feeling like Atlassian are planning to desupport/abandon Service Desk?  I for one will not be keen on recommending SD the next time I'm involved in an evaluation.

After 5 years of gathering information to impliment a feature that is not just helpfull, but critical for many, I strongly feel we are owed at the very least a status update. Ive had to completely disable theese mails as we kept getting complains about them. 

Really unbelievable your medium term-roadmap planning is.
Since paying a high price, this stupid naturally logical required feature is still missing since 5 yrs.
Oh no folks, Freshdesk,lemondesk and all others going in front of JSD. Its a shame.

Same issue as Stephanie, and we really need this basic function.

I have the same issue as Stephanie. Would be nice if you at the very least added a option or released a file without the link and explained what we need to replace.

We do also really need that feature. Our customers are confused with this EMail-Content, as we work with external ones who cannot use the customer portal. Now they are linked to the portal and see nothing... Would be great to have a solution soon! thx.

The current default message is way too informal. We need to be able to change this!

We need this feature, too!

I also would like to be able to turn off this notification when I add customer email to organisation, because my customers are irritated

We need this feature

Please implement this, we really need this feature

This is must have feature. 

What a shame. It's available in cloud version and not in self hosted. Prioritise please!

Is Atlassian behind the Service Desk as a product? It seems quite strange that such a basic thing has gone un-addressed for so long

Any progress on this issue?

It's really frustrating that we cannot change the emails.

Still no news?

 Is there some news about customization invation email?

Having Jira Service without the ability to invite customer is totally useless.  At my point of view, this a basic requirement and not a feature.  Please include this as Cloud version urgently.

I hope this feature is soon available.

Any updates?

Any workaround? Critical for one of us customers. 

I understand that this notification is different from the normal ticket resolutions workflow, but it would be important to have this feature: it is an essential email for manage the SD'workflow that every company intends to adopt

We don't think that this is a feature, we know possibility to adjust the invitation and welcome E-Mail is a requirement and not a nice-to-have feature.
With GDPR its a requirement put informations in welcome E-Mails about data privacy and so on.

This issue was created in back in 2015. Is there any feedback planned for this Issue?

I really wonder why it takes so long to implement a simple feature like this.

I found a way to track which customers have not registered after invite was sent out.

I go to Site Administration > Jira Service Desk > Portal Only Customers.

There you can see the customers who have never logged in, you can also export a user list.

1

Definitely more than nice-to-have when you start using Jira not only within your own organization but with your providers/customers/partners as well.

An important factor here is that if the customer does not register within X days, the invite period expires and there is absolutely no way to know that this occurred. The welcome email has no link to request a new invitation also. So, neither the customer nor the service-desk operator have any clue as to why a customer didn't register and how to repeat the process. This is a MAJOR show-stopper. Please consider.

Would like to see this feature request implemented sooner than later.

We would like to use also.

Disabling the welcome e-mail as of version 3.10 is a poor man's solution, we would prefer to configure the welcome e-mail. 

This is strongly needed. The default welcome mail is confusing a lot of customers, because they do not understand the need and benefit of creating an account. The mail text should explain that. At least as long as we cannot do without this service portal stuff (JSDSERVER-4762,JSDSERVER-3371,).

Status on this?

This is a very important feature. We need the ability to modify the subject and body of the email as the current template is confusing to clients. This is the first message a client receives from service desk and leaves an unprofessional impression as we need to send a separate email explaining the Jira welcome email.  

There must be a solution for that! It's unbearable that we send out some default-message to our customers. 

Is there any update on this?

This feature is very important to us as well. Being able to communicate the expiration of the invitation, the importance of completing registration, and to customize the sender to be from the entire team instead of the SDA who added them would be ideal. Including attachments, like a presentation on using the portal that we've created for our customers, would be very helpful.

Right now our workflows are split in that we have to add them in through SD, then email them externally with the presentation and the warning about the 7 day expiration and that's not efficient at all since SD is sending them one email already.

Please implement this feature, it is desperately needed. We run 4 customer service desks and need more flexibility in communicating towards our customers.

If a workaround is available, please share it.

+1

+1

As a  paying customer we also need this feature. Please implement it.

This is such an important issue, sending customized email is a part of marketing Help Desk for our institution so that people would use it. Please share any workaround for this in the meantime.

Definitely would like to see this implemented. As NirvaSoftware said, can somebody share a workaround in the meantime?

Regards,

-liam

Absolutely need this as people within our organisation get automatically added as customers when an email is received. It causes plenty of confusion though when they are off-site and can't get to the portal without a VPN connection. We need to update the content of the email to make that clear. We also need to put our branding and message on it so people don't think it is a phishing attempt!

Definite must as you can't turn off invitations when adding customers to an organization. It would be preferable to be able to addapt the invite accordingly as our Servicedesk will not been made available online untill we've configured it to our liking.. 

We need this! What is the point of spending time to make all other email templates look wonderful when their first impression is let down?

I think it is more then useful Feature. The notification goes directly to spam and we have to call all users, each time. This is more than inauspicious... Greetz

We would like to translate into multiple languages also!

We would like to have this features as well, as we need to have this in different languages and inform users about the background of the invite.

Another big vote for this feature. The content of the email is simply not descriptive enough to inform the user why they are being asked to do this.

I would like to see this feature too as we want it in several languages and inform adequately user why they're receiving this email.

Huge Vote for this Issue. We need to customize it into several languages... 

I'd like this one also. Mainly because most of our clients don't actually bother activating their accounts, but largely create requests via email. They tend to ignore this activation email, then may run into an issue later when trying to access attachments we send them.

Ideally I'd like to add some text explaining the benefits of using the Portal, and why they should go ahead and activate this account.

This feature will be very valuous for me too, I´ll explain why:

We´re using JIRA service Desk projects divided by country and each time we add a new customer we have to guide him in order to use the platform, and from now we´re deply in Spain, but next year we´ll deply in 3 countries more and my goal is to use a different JIRA Service Desk Project in each country.

So, it will be very important for us to customize this email invitation so in each country we can give the welcome in the respective language and so on.

Please consider to implement it for this purpose.

I would like to see this feature too.

In the meantime, could the expiry time of the token be added so the customer knows how long they have to activate?