Service desk emails specific to reply and not so jumbled

Question

How do I get SWSD emails to stop being so messy.  I want to see the reply, and if we have multiple and multiple replies, I want the exact reply right there without having to scroll through things.   I get some SWSD emails which have no real usable information in there at all.  We are admittedly a smaller shop, so we do get some extra emails due to our structure or lack thereof.  If we are trying to decomplexify, we need to work on that in the email area of the SWSD.

alexiahejnicki · Answer

From Setup, navigate to Service Desk, and then Notifications. There you can turn on or off specific notification types by clicking into the Send To column and adjusting the sliders. You can also click into each notification and adjust the contents. One of my favorite places to adjust is the Email Layout. If you preview how the notification will look you'll notice distinct sections which match up with the variables in the Email Layout section. Adjusting what sections you want in each notification is a great way to clean up any clutter and get the information you want into the notifications.