Hello Alejandro,
May I ask is there any news regarding the implementation of this feature request?

Please check https://support.zendesk.com/hc/en-us/community/posts/4409152857370-Organization-Follow-button-modification as my problem is similar, however we would like to have an option to hide the content of a ticket in the mail notification

Thank you in advance!
Regards,

I am also interested in this request.  Our tickets occasionally have PII in them, which simply cannot be sent out via insecure emails, which is what Zendesk currently does.  We need to be able to redact comments/ticket summaries from all emails in Zendesk.

hello,

same request here.

Please Zendesk, add same features as CCs and Followers

I've also made a ticket for this issue: https://support.zendesk.com/hc/en-us/community/posts/5265819067674-Need-to-change-the-e-mail-template-for-a-follower-of-an-organization

It should be high on the priority list.

When end-user follows all tickets of his organization the subject of the emails he gets on ticket update must be customizable to meet our standard. For example having a ticket id in subject is very helpful addition for end user.

We could use this too! Our customers would like the ticket ID included. 

Hey everyone, James here from the Zendesk Product Team

I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.

I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes.

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.

@james75 , Appreciate the official response. 

Adding my comment that this is a true “miss” on Zendesk's part… we can customize CC templates, why not these Org Follow templates? For us, we'd love to swap out the current formatted comment placeholder with the latest comment placeholder as a start. 

Showing ALL comments in the history of the email is not a good look when you are using simplified email threading.

also commenting to upvote this as something we'd like to have the option to configure. we do a lot to customize our email templates to improve our end user experience, so the lack of customization of these emails makes these emails feel entirely disjointed from our other emails, and I'm shocked that y'all leave 0 options for them.

(fwiw I'd think that this could be really easily made available to customize in the same place and way as the followers emails are able to be configured. it'd make a ton of sense to me too, as this is a really close comp to what the end users are doing.)

Adding my comment to clarify our use case and need related to this issue:

We block tickets that are created through the email support address (we redirect the customers to the chatbot and Help Center using the auto-reply email notifications). The auto-reply user (and CC) email notification is super customized. This means that any ticket created through the email of an Org that one or more of its users follow, all tickets trigger another autoreply (the Organization Subscription Notification), which will confuse the users and make them think their tickets were actually created (when it is not, and they won't get any support  

We must have this feature!