Without this feature, we are 100% prevented from using JIRA Service Desk. Here's our situation:

We are a healthcare company with therapists in the field who perform home visits. Because our therapists work remotely, we communicate with them in a way that's similar to external customers – branding is so important. Our therapists are used to seeing branded emails and are suspicious of anything else. JIRA-branded emails look like SPAM from a company that is unknown to our end users and caused an uproar of concern when we attempted a test launch. We were forced to shelve the product.

For us, not having this feature is a deal breaker. We need this feature to make JIRA's Service Desk product viable in our environment. Currently, we're using JIRA OnDemand and are less able to make manual system modifications. Manual modifications are also volatile when considering upgrades. Manual modification is not a solution.

Zendesk allows for custom branded emails and is an alternative we are currently exploring, but we are willing to come back over the fence only if this feature is added since it would provide clean integration with the rest of our JIRA architecture.

Please give this issue the attention it deserves.

This issue has got me for a while, although there are workarounds (Disassembling the JSD component, modifying and recompiling once complete) they are really lackluster and make the process a lot harder than it should be.

I can't really understand why this hasn't been given more attention than it should be, could I just ask how VistaPrint have dealt with this issue? as I can't imagine that they would be using the default email templates.

If that is the case, then shut me up, but as an early adopter I would assume that they have been granted higher level access / a method to edit the templates.

I can't think a company that would not like easy messaging customization in JSD. My vote.

Agree - our customers would want to add a lot more branding of the email going out.