Guide
Put any field in your Jira Service Management customer emails
Your customers want the details that matter to them: the site, the asset, the booking date, the urgency. Here's why JSM's own emails can't always show them, and how to send emails that do.
What JSM's customer notifications can use
Jira Service Management's customer notifications are built from a fixed list of variables. Atlassian adds new ones a few at a time, and as of October 2026 many common fields still can't be used: text, select and checkbox custom fields, pending reasons, and templates that change by request type.
The request to allow custom fields (JSDCLOUD-4642) had more than 1,200 votes as of October 2026.
What ProofMail templates can use
- Any field on the ticket, picked by its name, including your own custom fields
- Sections that only show when a field has a value, so an email never says "Site: (blank)"
- A preview against a real ticket, and a test send to yourself before anything goes to customers
- Your own domain, so emails come from support@yourcompany.com
Hi Alex,
Sam replied to your request:
A technician will be there by 10am.
Site: Level 2, Perth office · Urgency: High · Status: In progress · Reference HELP-142
Reply to this email to add to your request.
"Site" and "Urgency" are custom fields on the ticket.
Every email, with proof it arrived
ProofMail also records whether each email was delivered, bounced or marked as spam, right on the ticket. It works on every Jira Service Management Cloud plan, including Free.
ProofMail is coming soon to the Atlassian Marketplace. Ask for early access and we'll tell you first.