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Customize the style of customer notifications in next-gen

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

You must be an admin to customize customer notifications.

To customize notifications:

  1. From your service project, go to Service project settings () > Notifications > 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 if you want a request's notifications to stay in a single email conversation.

  4. Adjust your HTML, CSS, and plain text Styles. You can include additional template variables by selecting the Insert variable dropdown.

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


The style of the reply marker. A series of dashes and hyphens is used 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 you don’t have an image in the lower-left of your service project 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.

Last modified on Nov 12, 2020
Cached at 11:10 PM on Feb 26, 2021 |

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