Customizing this is essential especially when the Maildomain Jira uses to send mails might be one the customer of a product isn't very familiar with, so it seems like phishing etc.

@Atlassian can we get a statement why isn't even on the roadmap apparently?

Introductory invite email is going to spam folder for some clients- I would love the ability to change the sender email address in order to help mitigate this.

Bonus points for company branding on the initial invite. 'Send from custom email address' for invites would be huge!

any update?

urgent need for this, users think its a spam / phishing mail and delete....we have trained them hard not to process suspicious mails

As long inProgress could be?

Do we have update on this?

Hi All,

I am using JSM - 4.16.1 version and the customers are receiving the invitation email whenever they are added to the corresponding JSD project by clicking on Add customers.

Below is the sample email -

Hi,

XXX has invited you to the Sandbox Shrikant portal!
Visit the portal to raise requests and get help.

Could someone please let me know from where these emails are getting triggered?

Hi Atlassian team, 

we too need the feature to customize the welcome email and attach files like docs or certificates etc. Since this year it becomes a time consuming hassle to manually send a second email AFTER the welcome email, that comes automatically with the account creation. 

 Above there's a "work started" statement. Since then our DataCenter has been upgraded (recently) , but this feature is still missing.

When do you plan to release it?

Thanks Charlie! Looking forward to an ETA soon please, we're in the middle of our customer rollouts - could REALLY use this feature. It gets easily confusing without it.

Looking forward to seeing this essential feature!

+1 Pls fix!

Thank you Charlie for picking this long awaited enhancement up !!!!! Looking forward to finally a good and workable solution to this painful issue.

Hey Atlassarinos,

just a small reminder about your Company Values ... this request is from 2015 ... maybe you want to add this small feature now ? Also in the light of raising those prices for Enterprise Customers .. it'll be nice to get some more value for all that money !

For everyone waiting for this there seems to be a workaround to change the texts:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customize-Welcome-email-for-Customers-and-Agents/qaq-p/1052902#U1443971

Unfortunately that is not the level of customzing i am looking for,

therefore i would like to add something to this feature request:

I am looking to the ability to change not only the texts but also the HTML source of the email to modify the design of the email.

The ability to change this email should include the footer line, e.g. "Help/FAQ sent you this Message, powered by Jira Server Desk"

One acceptable solution would be if there was a .vm template (just like the one used for user mentons under atlassian-jira/WEB-INF/classes/templates/email/)

Another even better solution would be to provide an API so that tibor's folks can implement a feature in their app "Email this issue" that makes it possible to edit the templates for these emails.

While you're at it: please also make it possible for notification templates, including batched notifications.

(never stop dreaming)

This is absolutely essential.  The message that goes out does not match our brand or messaging at all.

Atlassian team, kindly make this a top priority for 2020!

Hello - 

Customizing the initial email for customers invited to a project is critical for the project I am attempting to build in Jira Service Desk. Please consider adding this feature to the self-hosted version of Jira.

I'd like this feature too.

Thanks.

I need it too. Please implement this. Thanks

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.