Point Notification Emails to Your Help Center

Change the link in Jira Service Management (JSM) notification emails, so customers open their requests on your support page instead of the portal.

Every email that JSM sends to a customer about a request has a View request link. By default, this link opens the request in the JSM portal, even when the customer sent it from your Help Center. Your customers then have two places to follow their requests, and you have two places to support.

JSM has no setting for this. Instead, you edit the email templates of your service project and replace the portal link with a link to your support page. You do this once per service project, and once more for each language the project supports.

Only emails sent after you change the templates use the new link. Links in older emails still open the portal, and the portal keeps working as before.

Before You Begin

You are an administrator of the service project.
Your JSM plan lets you edit notification templates. This is not possible on the Free plan, or during the limited-time free offer of the Standard plan.
The service project is company-managed. Atlassian documents these settings for company-managed projects only.
Your Scroll site is connected, and the widget works on your support page. See Connect a Scroll Site.
You know the full address of your support page, for example https://help.example.com/support.

Build the Link to a Request

Your support page opens a request directly when its address ends with #/requests/ and the request key. In the email template, you use the variable ${issue.key} for the key. JSM replaces it with the real key, for example HELP-123, in every email it sends.

Part	Example
The address of your support page	`https://help.example.com/support`
The route to a request	`#/requests/`
The request key, as a variable	`${issue.key}`

Put together, the link looks like this:

https://help.example.com/support#/requests/${issue.key}

Before you change any template, test the link with a real request. Open https://help.example.com/support#/requests/HELP-123 in your browser, with your own address and a key from your project. After you sign in, the widget shows that request.

Copy the link into the template instead of typing it. A typo breaks the link in every email the project sends, and nothing warns you about it.

Change the Email Template

In Jira, open your service project and go to Space settings > Notifications > Customer notifications.
Under Templates, click Edit templates.
Under Styles, find the View request link in the HTML template. If nobody has changed the template before, it looks like this:
```
<a class="jsd-issue-link" href="${request.url}">View request</a>
```

Replace ${request.url} with your link, and keep the rest of the line as it is:

<a class="jsd-issue-link" href="https://help.example.com/support#/requests/${issue.key}">View request</a>

Look for ${request.url} in the plain text template as well, and replace it the same way. Some email programs show only the plain text version.
Click Save.

Change only the link. Leave the rest of the template as it is, in particular the reply marker. JSM uses it to turn an email reply into a comment on the request.

Repeat for Each Language

If the service project supports more than one language, each language has its own templates.

On the Customer notifications page, under Language support, click a language.
Scroll down to Email templates.
Change the link as described in Change the Email Template, then save.

Do this for every language in the list. A language you skip keeps sending the portal link.

Check the Notifications Themselves

The template wraps every customer notification, but a notification can also contain ${request.url} in its own text. Open each notification that is switched on, look for ${request.url} under Content, and replace it with your link.

Two notifications need different handling:

Notification	What to do
Customer invited	Keep the signup link as it is. After signing up, JSM always takes the customer to the portal, and there is no setting to change that. Add a sentence that sends them to your help center afterward, for example: After you sign up, you can find your requests at https://help.example.com/support.
Approval required	Approvals are only available in the portal. If customers approve requests in this project, make sure this notification still links to the portal, for example with `<a href="${request.url}">Approve or decline in the portal</a>`.

Check That It Works

Create a test request in the service project, with an email address you can read.
In Jira, reply to the customer on that request.
Open the notification email and click View request.
Your support page opens. After you sign in, the widget shows the test request.

If the link still opens the portal, check that you saved the templates for the language the email was sent in.

What Changes for Your Customers

Situation	What happens
Emails sent after you change the templates	The link opens the request on your support page.
Emails sent before the change	The link still opens the portal.
Requests sent from the portal or by email	The link opens them on your support page too. The widget opens every request the customer is allowed to see, wherever it was created.
Requests shared with the customer or with their organization	The link opens them, but the widget does not list them later. See Track and Reply to Your Requests.
Approvals	Stay in the portal.

When Your Help Center Moves

JSM keeps your link as plain text in each template. If the address of your support page changes, or you connect the service project to a different site, change the templates again, for every language.

A service project has one set of templates. If several help centers send requests to the same project, choose the one your customers should land on.

Last updated: September 29, 2026