Helpdesk users can receive notifications by Notification schemes you set in JIRA Administration.

To set the Notification scheme for projects go to JIRA Administration → Add-ons → Helpdesk and choose Notification tab:

Additional settings

• Notify users about their actions -  Helpdesk users will receive notifications on every event in issue including their own actions.
• Do not notify about actions made by this group members - If a user from this group made some changes  that can be classified as Issue Event, other users will not receive any notifications about that despite these notifications are in Notification Schemes.
• Always notify Reporter on issue creation - when checked the reporter of the issue receives notification about issue creation even if the reporter is not included into notification scheme or "Notify users about their actions" is disabled.

Advanced

Notification' subject and body can be configured for every project/event. Click on 'Attributes' button and select Issue Event from drop down list to customize notification for this event:

• Notification by comment only - HelpDesk will send notifications about actions to user only in case that there is an available comment to this user. For example there won't be issue update notifications for inline updates.
• Use Jira project notifications scheme for Jira users
  - when checked the notification will contain a JIRA issue link for those reporters and other roles who are users with access to Jira (If  unchecked there will be HelpDesk issue link).
• Send private links
 - when checked user will receive notification with direct link to HelpDesk issue with no need to login. Do not share this messages or links with other people. Notice that 'Send standart Jira messages to common jira users' has higher priority and if both of them are checked, only HelpDesk users will receive private links to HD and JIRA users will receive standard JIRA notification.

If you want to customize some notifications:

• select an event from dropdown list;
• type in Subject of e-mail and click 'Add';
• e-mail's body also can be customized by clicking 'Body' button. In opened dialog window you can type in text or html-link.

Templates may include system or custom fields, a link to the issue. HD notifications template format is the same as JIRA notifications. Please see:

https://confluence.atlassian.com/adminjiraserver071/customizing-email-content-802592932.html

https://developer.atlassian.com/jiradev/jira-platform/jira-architecture/jira-templates-and-jsps/adding-custom-fields-to-email

E-mails for listed events will have customized view. For other events there will be standard e-mail notifications.