Guide
Change customer emails on the Jira Service Management Free plan
On the Free plan, Jira Service Management sends your customers its standard emails, and you can't change the wording. Here's how to send your own instead.
What the Free plan lets you change
Open Project settings → Customer notifications on a Free plan and you'll see that templates can't be edited on a Free plan (as of October 2026). You can switch each notification on or off, but not change what it says. On the paid plans you can edit templates, but only with Atlassian's list of variables.
Your options
- Upgrade to Standard to edit the templates, with Atlassian's variables.
- Use an app that sends the emails itself, and switch off the matching JSM notifications. This works on every plan, including Free.
How ProofMail works on Free
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Install ProofMail
From the Atlassian Marketplace. Free plans can install Marketplace apps.
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Write your emails
Request received, replies from your team and status changes, in your words, with any ticket field and from your own domain.
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Switch off JSM's matching notifications
The on/off switches work on Free, so customers only get your version.
Every email ProofMail sends shows on the ticket as delivered, bounced or marked as spam. ProofMail is free for small teams.
ProofMail is coming soon to the Atlassian Marketplace. Ask for early access and we'll tell you first.