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Change the look and feel of customer notifications

Your service project allows you to customize customer notifications by editing your subject line and styling to better suit your brand.

You must be a project administrator to customize customer notifications.

To customize notifications:

  1. From your service project’s sidebar on the left, 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.

CSS styling

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>.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Additional Help