Edit the content of your customer notifications

You must be a project administrator to edit customer notifications.

To edit notifications:

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

  2. Choose the notification you want to edit, then select Edit.

  3. Choose recipients by selecting and editing To. You can delete recipients by selecting the X next to an added recipient.

  4. Under Content, edit the message. You can add variables using the Insert variable drop-down to pull blocks of information from issues.

  5. To disable a notification, untick the Enable checkbox.

  6. Select Save to confirm your changes.


Choose recipients

When choosing recipients, add at least one of the following to the To field:

Reporter (customer)

The reporter of the request.

This notification is sent even if the reporter has opted out of receiving notifications on the customer portal.

Customers involved

All customers involved in the request, including the reporter and request participants.

This notification is not sent to customers if they have turned off notifications for an individual request in the portal or a request's email thread.

Added participants

The people who have been added as request participants.

Added organizations

The people in an organization that the request has been shared with.


The agents who need to approve or decline a request.

Exclude person who caused the action

Prevents the person who triggered the rule from receiving a notification. For example, if a customer adds a comment to a request, you can choose to exclude them so they don't receive a notification about their own comment.

Include issue variables

You can use variables to pull blocks of information from issues and insert them into your message. Select the Insert variable drop-down menu to add valid variables for the notification you're customizing.

Recipient name

The full name of the person receiving the email. ${recipient.name}

Name of the person who caused the action

The full name of the person who triggered the notification, for example by adding a comment. ${event.user.name}

Issue summary

The summary of the issue, or blank if there's none. ${issue.summary}

Issue description

The description of the issue, or blank if there's none. ${issue.description}

Issue key

The issue key (for example, IT-123). ${issue.key}

Issue reporter

The full name of the user that reported the issue. ${issue.reporter.name}

Issue resolution

The resolution of the issue, for example "done". ${issue.resolution}

Request URL

The URL of the request in the customer portal. ${request.url}


The comment added to the issue. This is only available using the "Comment added" or "Comment edited" WHEN trigger. ${comment}

Request status

The customer-visible status of the request, as shown in the customer portal. ${request.status}

Portal name

The portal name, which can be edited on the Portal settings page. ${portal.name}

Request details

The full details of a request. This includes the creation date, request type, summary, and the same fields configured as visible in the request type setting. This does not include fields created by third-party add-ons. ${request.details}

Approval buttons

The Approve and Decline buttons to action requests from within the email. ${approval.buttons}

Fast-track the time it takes approvers to action pending requests by inserting Request details and Approval buttons to your approval notifications template, if they aren't there already.

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