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Change the look and feel of customer notifications

Your service desk adds a default subject line that you can customize to better fit your brand.

You must be a project administrator to customize customer notifications.

To customize notifications:

  1. From your service desk project, go to Project settings () > Customer notifications.

  2. Under Templates, select Edit templates.

  3. Under Subject, edit your subject line. You need to keep the issue key somewhere in the subject line to send a request's notifications into a single email conversation.

  4. Under Styles, adjust the HTML, CSS, and plain text styles as you like. You can include more template variables by selecting the Insert variable drop down.

You can style more classes than the ones that appear in the default template.


The style of the reply marker. We use this series of dashes and hyphens to process comments when a customer replies to a notification.


The style of a division used to wrap individual messages added to a batched notification.


The style of a separator inserted when we send batches of messages as a single notification.

You can add a logo by referencing a publicly-hosted image in the HTML. For example, <img src="url to the image"></img>.

Are you on the right help page?

If the image in the lower-left of your service desk sidebar states you're in a next-gen project, check out these next-gen project articles instead.

Learn more about the difference between classic and next-gen projects.

Last modified on Apr 16, 2020
Cached at 6:02 AM on Oct 30, 2020 |

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