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  1. JIRA Service Desk Server
  2. JSDSERVER-218

As an Admin I want to be able to customize the Service Desk notifications' subject, content and format

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    • Feedback Policy:
      We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning out product roadmap. To understand how this piece of feedback will be reviewed, see An updated work flow for server feature suggestions.

      Description

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Atlassian status update as of 3rd Jan 2017

      Hello Server customers,

      Great news - Customization of service desk notifications is now available on server! To find out more about this feature, check out our documentation here

      On behalf of the JSD team, I want to thank all of you for your patience.

      — JIRA Service Desk Team

       

      Atlassian status as of 8th Nov 2016

      Hello Server customers,

      Just an update to let you know we hear you loud and clear. We're actively working on this feature and planning to deliver it in the next major server release of JIRA Service Desk. We can't provide an exact date as there's many factors that can affect the release date, but rest assured, it is planned!

      For future updates please watch --JSD-4418--: Customizable Notifications to JIRA Service Desk Server.

      Thank you for you patience and support.

      — JIRA Service Desk Team

       

      Atlassian status as of 6th Oct 2016

      Hi all,

      Great news - customization of service desk notifications is now available on Cloud! To find out more about this feature, check out our documentation here: https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html. This feature will be available for Server in an upcoming major server release.

      On behalf of the JSD team I want to thank all of you for contributing to this ticket. Your comments, feedback and interviews have shaped this feature.

      A few of you have asked about disabling account creation emails (i.e welcome emails). ---JSD-218--- does not provide this capability as the welcome emails are sent per instance on account creation, not per service desk project. If this is something you are interested in, please vote for and watch the existing suggestion JSD-1708 - Disable Welcome E-Mail to New Customers, for future updates.

      Enjoy customizing your project's email notifications!

      — JIRA Service Desk Team

       

      Atlassian status as of 27th Sep 2016

      Hi all,

      Good news!

      We're moving out of beta and giving all of you on Cloud the ability to customize your customer notifications.

      Go to Project settings > Customer notifications and you should see our new feature enhancements. Now:

      • You can craft custom notification content using free text and variables to include dynamic information from an issue.
      • You can customize your email subject using free text and variables to include the issue key and summary.
      • You can enable or disable our default notifications with a simple checkmark.
      • You can finely control when custom notifications get sent out using automation rules. Go to Project settings > Automation and try out the Send email THEN action.

      Read more about managing service desk notifications.

      We will provide these capabilities to our Server applications, when they are ready. Keep an eye out for them.

      Thanks again for your patience. Have fun customizing your project's email notifications!

      — JIRA Service Desk team

      Atlassian status as of 15th Sep 2016

      Hi ,

      We understand that many of you are eagerly waiting for these features and the team has been working on this over the past few months and has made significant progress. We would like to share some positive news in this regard.

      The following features are already available in Beta:

      • The capability to craft email content using variable replacement and fixed text. Also includes providing different email text based on language
      • The email subject can now be created as a combination of free text, issue summary and issue key
      • The ability to control when notifications get sent out, using simple on/off toggling as well as more complex automation rules
      • Intuitive user interface for variable substitution
      • Progressively building out the multi-language support as part of JSD- 218 request.

      We've had some excellent feedback from the Beta program and once it concludes we shall be rolling out the features in a phased manner. Stay tuned!

      Thanks again for your patience, and we’ll keep you posted.

      — JIRA Service Desk team

      Atlassian Status as of 11th Aug 2016

       

      Hi all, 
       
      Just want to provide a quick update regarding email customisation. The current beta program is going great. We have received lots of feedback from our beta customers and are making improvements to the feature from the feedback. We are currently working to add an intuitive UI for variable substitution and also building out multi-language support.
       
      This feature will be available to both cloud and server when it ships.
       
      — JIRA Service Desk team

       

      Atlassian Status as of 9th May 2016

       

      Hi,

      Just to give you guys an update - we are continuing development on this feature request, focusing on the ability to customise the email content and control when emails are sent out.

      As the feature will take considerable time to deliver in it's entirety, we plan to run an early access program so interested customers can try out some of the aspects of this feature sooner and give us feedback.

      The beta program will only be available on JSD Cloud and we plan to periodically add more people to it as more aspects of the feature are built out. If you are an admin of your JIRA instance and are interested in participating in the beta program, please register your interest by filling out this form: https://jsd-beta.typeform.com/to/Bp7STv.

      Cheers,
      JIRA Service Desk Team

      Atlassian Status as of 30th April 2016

      We understand that many of you are waiting for this feature and we are well aware that this is the #2 top voted issue on JSD.

      We are focusing on the ability to customise:

      • the email content using variable replacement and fixed text, including providing different email text based on language
      • the email subject, as a combination of free text, issue summary and issue key
      • the email recipients
      • the ability to control when notifications get sent out, using simple on/off toggling as well as more complex automation rules

      We have started development work on this feature. Unfortunately the JIRA platform doesn't currently provide the ability to configure email templates through the UI and our team has run into unanticipated complexities in trying to make this happen. This is a sizeable feature and it will take considerable time for us to deliver it - but we are working on it.

      We are aiming to run a beta program so that early adopters on JSD Cloud can opt-in to try parts of the feature sooner and give us feedback. We will post more information about the program and start collecting details of those that are interested in a few weeks.

      JIRA Service Desk team

      Atlassian Status as of 5th February 2016
      Atlassian Status as of 5th February 2016
      Atlassian Status as of 4th February 2016

      Thanks all for your swift feedback!

      We do want to provide the ability to do all four things but as this will take some time to build we wanted to see if there's any way we can internally prioritise to deliver aspects that would be most valuable to our customers.

      From the feedback so far it's clear that customising the email content (including the subject) stands out as something many of you would like to see delivered first.

      We understand that many of you need to make business decisions based on when this feature will be available but unfortunately we don't have an ETA we can share. Internally our product development approach is to build and test a few prototypes of the full solution and then start work on a phased approach to delivering that to production. We generally do not communicate ETAs about feature development because there are many factors that can set us back to square one, eg. usability tests that disprove a concept, performance bottlenecks we didn't anticipate, etc. We don't want to set expectations that can drastically change. What we can tell you right now is that we have built a prototype and are planning production development.

      As some of you have noted, we do ship to Cloud first - and this is something we will continue to do - as there are far fewer permutations to test and QA on our Cloud infrastructure. It's not that we don't want to provide the functionality to server customers, rather, we want to provide the capabilities as soon as they are ready - and in general they are ready for Cloud much sooner than Server.

      Thanks again for providing feedback on this issue - we will keep you posted with any further updates from our end.

      -JIRA Service Desk team

      Atlassian Status as of 4th February 2016
      Atlassian Status as of 4th February 2016

      Hi all,

      Thanks for all the comments. Seems like there’s definitely a lot of interest on this feature!

      Firstly, apologies if updates seem sparse. We make every attempt to be as responsive / up to date as possible on our JAC tickets, but sometimes, the volume of comments / issues make responding to every ticket impossible. However, be assured that we do see and listen to your comments. As much as possible, we try to make updates whenever we have more meaningful updates to provide.

      We understand that some of you have been looking forward to having this capability for a long time on this, so we appreciate your patience and support over this time. With so many different features, capabilities, and enhancements we can make to the product, I hope you can understand that it is a balancing act for us. What we can promise you is that we are always trying to deliver the best value for all our customers - we've recently released CSAT survey, made improvements to automation, introduced a REST API, made access to KB articles free for customers - all capabilities and suggestions that have also been highly sought after - and with many, many votes as well.

      The good news is that this is definitely one of our top priorities right now. As was posted in November, this is a feature that we are looking at seriously and prioritising in our backlog. To keep you updated of our internal development for this particular issue - I can let you all know that this is one of the highest priority right now and work has begun on implementing some of this feature. In fact, we have already produced a prototype of some features that addresses the needs we have seen here.

      Reading through some of these comments, it does appear that there are quite a few different needs that have cropped up. In the spirit of being iterative and agile, we’d love to understand better from you how we can prioritise for delivery.

      If you had to pick, which option would give you the most value first?

      1. The ability to control when notifications get sent to customers
      2. The ability to set a custom header/footer text on email notifications (eg. Powered by ACME IT)
      3. The ability to control the text content of notifications (eg. when a request gets created have a custom thank you message, when a comment gets added have a different message, etc)
      4. The ability to control the visual style of the email (eg. colours, fonts, CSS)

      This would greatly help us figure out how we go about delivering this capability.

      -JIRA Service Desk team

      Atlassian Status as of 10th November 2015
      Atlassian Status as of 10th November 2015

      Hi all,

      Thanks so much for your votes and comments on this feature request. Since our last update - we’ve heard lots of feedback about what you’re desiring from JIRA Service Desk, so we thank you for your input.

      We’re always committed to building the best product for our customers, and have been iterating (based on your feedback) on many different features - including automation, knowledge base, customer portal, just to name a few. We understand that being able to customise the customer notifications is something that you’re looking for, so we thank you for your patience and understanding, especially to those that have offered different workarounds, tips, or suggestions.

      Regarding this particular feature suggestion, we’ve been trying to strike a good balance between keeping things very simple with great out of the box capabilities, versus additional levels of complexity for customisation. We’ve started this with improving how JIRA Service Desk works out of the box - with better notification templates, a notification scheme that was smarter and less noisy, and better defaults to support agents to craft a faster response.

      Although this has been successful for some of our customers, it’s also clear from your feedback in this ticket that this isn’t enough. We will like to continue working on this, and it is on our roadmap to address soon.

      Whilst I’d like to give you a clear timeframe for when we can deliver this, unfortunately, I cannot make such indications at this time yet.

      Thanks again for your patience, and we’ll keep you posted as we progress.

      • JIRA Service Desk team

        User case to explain what is needed:
      1. I am a Service Desk Administrator for Project XYZ
      2. I want to modify the email notification message that his user receives when his users submit a new issue into service desk.
      3. I update the email notification message for the "create issue" event to say "Thank you for submitting to project xyz. Some of our staff is on vacation, please note that service levels are longer"
      4. Then I update the email notification message for the "resolve issue" event to say "Thank you for your request. Have a happy holiday! And submit your feedback to this project at http://feedback/projectxyz"!
      5. John submits a new issue into service desk for Project XYZ, and receives the message "Thank you for submitting to project xyz. Some of our staff is on vacation, please note that service levels are longer"
      6. I resolve the issue, and John receives "Thank you for your request. Have a happy holiday! And submit your feedback to this project at http://feedback/projectxyz"!
      7. Richard is a Service Desk Administrator for Project ABC. Richard and Joseph do not want the same email notification message. Richard wants his project to say for the "create issue" event - "Thank you for submitting to project ABC. We are on holiday and will reply to you when we return in January 2014"

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              • Assignee:
                Unassigned
                Reporter:
                pschaff Pietro Schaff (Inactive)
              • Votes:
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