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.

Hi ​@mateusz.leszkiewicz  Could you please make sure the email design for the conversations are made better, its currently a copy paste from the messenger but not comfortable for end users to understand the ticket conversations via email.

Hi ​@vikas.venkatachalam,
Have you checked if this feature has been recorded on our Product Wishlist in our Community? You can search and upvote existing requests or create new requests Check out the quick guide on how the Product Wishlist works here. Note that you must be logged into the Intercom Community to access the Wishlist. You can log in with SSO or log in as a guest at the top right of the page.