Customize customer notifications in next-gen service desks

You can tailor the look and feel of your notifcations and even add your brand to help your customers know it’s you they are talking to.

You must be an admin 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. 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. Adjust your HTML, CSS, and plain text Styles. 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:

.jsd-reply-marker

The style of the reply marker. A series of dashes and hyphens is used to process comments when a customer replies to a notification.

.jsd-activity-item-content

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

.jsd-activity-item-separator

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 you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

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

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