Hi @Alex Zilberman, It’s Mat from the Support Engineering Team
 

Unfortunately, it is not possible to customize the design or content of the email notifications sent when a ticket is created.
The template for ticket notifications, including the message and footer, cannot be edited.
These notifications are generated based on ticket content and do not use 'proactive support' templates, which means their format cannot be changed to include custom elements such as logos, colors, fonts, or custom messages.

Similarly, the email content of ticket status notices cannot be customized. The format, including the message and footer, cannot be edited or changed to include custom elements.