When a customer opens a ticket in Jira Service Management (JSM), they receive an automatic email with the details of the request. By default, these messages are super generic and this ends up giving a sense of impersonality.

The truth is that the way you communicate in these notifications can even impact the user experience. The good news is that JSM allows you to customize just about everything: from the subject of the email to the full HTML of the message.

With a few adjustments, you can turn a standard notice into a clearer, more welcoming communication that’s aligned with your company’s tone.

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Where to edit notification templates?

To access the Space templates (former Project):

1. Access the desired JSM Space.
2. From the side menu, click on “Space settings”.
3. Click on → “Notifications “ “Customer → notifications”.
4. Scroll to the bottom of the page and click on “Templates”.
5. Then select “Edit templates”.

It is on this screen that you will be able to configure the content common to all notifications, that is, the default block that appears at the end of each automatic message sent to the client.

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What can be edited?

The editing area is very flexible. You can:

• Change the subject of the email, using variables like ${issue.key} and ${issue.summary}.
• Customize HTML content using variables like ${message.content} for the main body or ${request.url} to add the ticket link.
• Use CSS to adjust font styles, colors, and spacing.
• Add useful links, such as FAQs, Help Center, or contact channels.
• Insert logos, footers, or contact information that helps reinforce the company’s identity.

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Working example: Add helpful links at the end of the notification

Imagine your support team is getting a lot of repeat questions. You can reduce this volume by including links such as:

Preview:

This small block goes along with all notifications and helps reduce the volume of doubts that reach the team.

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Tips for improving notifications

Bring the company’s identity: colors, logo and a more human tone.
Be direct: emails that are too long only leave the user lost.
Include clear guidelines (“You can reply directly to this email”).
Review from time to time: Gather feedback, customer needs change.

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Test and view the result

Keep in mind: Changes to templates affect all Space notifications. So, whenever possible, test before saving.

For this we have two options, press the “Send a test email” button to view your settings before saving, as in the image below:

Or we can do it in a separate space, before applying it in production. To check how the notification appears, create a test ticket and track the notifications in your own email to validate the final content.

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Conclusion

Customizing Jira Service Management notifications is one of those simple tweaks that has a huge impact.
You make service more human, give more credibility and reduce noise in customer communication.

If you still use the standard templates, it’s worth investing a few minutes in this improvement. The result appears in the user experience and also in the daily life of the team.