Hi,

This suggestion is largely resolved by JSD-218  which allows custom text, branding and internationalisation of customer email notifications. The feature has shipped to both JSD Cloud and JSD Server.

There are some other specific requirements and comments that have been made that refer to other related features. I've run through the comments individually below.

I would like to be able to have different email templates used to email different groups (i.e. developers versus end-users)

Customers now have fully-customised email notification templates that are distinct from developers and agents (solved by JSD-218).

You can still use JIRA Notification Schemes to control which notifications get sent around internally for different internal groups like developers, agents, admins, etc.

If you need the ability to customise the content of internal (not customer) notificaitions, eg. developer/agent notification content, then please vote for the underlying JIRA platform issue: JRA-7266

very important to be able to align the branding of both the ServiceDesk site and the Email notification with the other branding

This is the exact feature JSD-218 solves.

In our organization there have been Senior Management requests to modify the Salutation

The feature for fixed salutations / greetings has been removed. There is a broader issue to allow for custom canned responses that you can vote for: JSD-631

Unless there are any other specific requirements that aren't covered by JSD-218 or the other mentioned issues, we will close this issue as a duplicate.

Thanks!

-JIRA Service Desk product management

Just curious if there is any movement on this customization of the e-mail template issue. In our organization there have been Senior Management requests to modify the Salutation. Instead of the 'Out of the box' below just use the Reporter First Name..

Hi < Reporter First name Last Name>,

Agent comments get entered here.

– <Agent First Name Last Name>

this would be great. the feedback from my clients are that they see Jira ServiceDesk and emails going out from it as their interface towards their customers. As such they see it as very important to be able to align the branding of both the ServiceDesk site and the Email notification with the other branding. Cohesive branding across the interfaces that meet their customers creates a professional touch. This does not mean that the Atlassian brand should be hidden, "Powered by.." is definately acceptable. But now we have to turn off the Jira SD notifications in order to find other solutions to meet the clients needs.