Option to customize notification emails
backlog
Uppili Srinivasan
Editable notification email templates: Enable us to customize and brand notification emails to maintain consistency with our other client touchpoints and professional standards
Lack of branding: The notification emails cannot be customized and don't reflect our company branding. This creates an inconsistent, unprofessional experience.
It would be great to have the option to customize the email templates along with logo.
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D
D360 Product Management
Merged in a post:
Allow Branding and Customization of Reader-Facing Emails
A
Accepted Bird
It would be really helpful to have more control over the automated emails sent to knowledge base readers, especially for externally facing knowledge bases.
A reader can interact with a fully branded knowledge base using a custom name, logo, colors, and URL, but the system emails they receive are still primarily branded as Document360. Some of the reader emails also appear to use different Document360 templates or branding, which makes the experience feel inconsistent.
For an external user who may have no idea what Document360 is, these emails can feel disconnected from the knowledge base they were just using and could potentially be mistaken for spam or phishing.
It would be helpful if admins could customize key elements across all reader-facing emails, including:
- Knowledge base/company logo
- Knowledge base name
- Email text
- Brand colors
- Sender display name
- Support/contact information
- Footer content
- Knowledge base URL or custom domain where possible
This should ideally apply to emails such as account activation, access changes/deactivation, password-related messages, and other reader notifications.
A small “Powered by Document360” reference would still be understandable, but the primary identity should match the knowledge base the reader knows and recognizes.
The goal is for every reader email to feel like a natural extension of the branded knowledge base, rather than a separate system they may not recognize.
You'll also see some inconsistencies in the email notifications here that a reader gets which also appears to be a bug.
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Kesavan M
++Zucchini green Bear
D
D360 Product Management
updated the status to
backlog
K
Kavya
Hi Heliotrope Koala ,Keen Butterfly, Cheerful Rabbit
Thank you for your detailed feedback and for highlighting the concerns.
At the moment, customization at the content level is not supported, and email templates follow a standardized format. Additionally, project-level branding customization (logos, layout, styling) is also not available currently.
That said, we recognize the importance of branding and user trust in email communications. We will take the branding-related aspect as an improvement request and move this to our backlog, where it will be evaluated based on customer traction and prioritization.
We also acknowledge the concerns around the current email experience and will continue to explore improvements to make the default templates more professional and user-friendly.
If you have any specific suggestions or examples, please feel free to share—they will help us in future evaluations.
Thanks again for your feedback.
D
D360 Product Management
updated the status to
closed
C
Cheerful Rabbit
D360 Product Management This must be a mistake, this enhancment hasn't been delivered.
K
Kavya
Hi Heliotrope Koala,Uppili Srinivasan,
Thank you for sharing your feedback.
At the moment, customizing notification email templates (including branding elements such as logos, colors, and content) is not supported. The email templates follow a standardized system format to ensure consistency, deliverability, and compliance across all communications.
We understand the need for brand alignment and a more professional, consistent user experience, and we’ll take this as feedback for future consideration.
If there are specific branding elements or use cases you’d like to highlight, feel free to share—we can keep them in mind for future evaluations.
H
Heliotrope Koala
Kavya - This has to be a mistake. The image attached in the original post clearly shows an email that is NOT professional or consistent for a good user experience. If we are unable to customize the template, then the current template clearly needs to be reworked. Customers see these emails and immediately think they are spam.
K
Keen Butterfly
Kavya I'm a little confused on why this enhancement request would be closed. This seems like a feature that should at the very least be backlogged for development in the future. It looks as if there are a fair amount of upvotes in a short amount of time. I would say that shows there is a demand from your customers.
C
Cheerful Rabbit
Kavya
I have to push back here.
"Standardized format for consistency, deliverability, and compliance" This doesn't hold up. Platforms like Stripe, Twilio, and Intercom allow extensive email customization while maintaining excellent deliverability and compliance. Branded emails often perform better because users recognize and trust them.
"We'll take this as feedback for future consideration" This feels like a polite deflection. This seems like a popular request, what's actually blocking it?
The core issue: Generic, unbranded notifications create confusion ("Why am I getting emails from [your platform]?"), reduce trust, and make businesses look unprofessional. This isn't a nice-to-have—it's fundamental to owning the user experience.
Even basic customization (logo, brand color, sender name) would make a significant difference. I'd urge the team to reconsider the priority here.
Uppili Srinivasan
+ Heliotrope Koala