How can I customise the 'Email request' description in the Widget?

[Pieter Smith]

When configured with Allow search for knowledge base articles, the Jira Service Desk widget provides an Email request tile in the Contact us about section of the search results (See attached image):

• How can I customise the Request received from your email support channel description in the Email request tile?

[Angélica Luz]

Hello Pieter,

Thank you for reaching out to Atlassian Community!

Reading the details you provided, I believe you are using a classic service desk project.

To change the description, please go to Project settings > Request types.

On this page, you can find all request types associated with the project and change the description.

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Pieter Smith]

Hi Angélica,

Thanks for trying to help, but I am not seeing the neat tabular overview that you have. I am using Jira Service Desk Cloud edition:

I am also able to edit the Portal description for everything other than an Email request:

Regards,
Pieter Smith

[Ulrich Bervoets]

Hi Pieter,

I've succeeded in finding a way to do this:

1. in project settings - emailrequests check if this is enabled and a default one is assigned
2. then go to request types and normally under the groups you go to "hidden from portal".  if you choose for edit fields you can setup your template.

Please let me know if this works for you to.

[Angélica Luz]

Thank you for reporting this issue to us, Pieter.

You are using a next-gen project and, to be honest, this request type shouldn’t be visible in the widget since it's not visible in the customer portal.

I tested here and I was able to confirm the issue. Also, that description doesn’t show anywhere.

Based on that, I created a bug for our dev team to check:

• Email Request visible on Widget (next-gen projects)

Please, click on "This affects my team" and also watch to receive updates about the bug.

[Pieter Smith]

Thanks Angélica! Let's hope some more teams notice to draw some more attention to this.