1. Navigate to System Settings > System Preferences > Email Templates.
2. From the template list, there are options that relate to matters:
New case/matter added
Case/matter updated
New note added to case
New case event added...
3. You can then select the matter template and it opens the template details, where you can then do some edits on the template
4. Modify the email body content by updating the message to suit your tone. Click save to make the changes
But again, there is a note - Variables: The body content must contain exactly %s variable placeholders. 12. So, ensure you message comply with this otherwise there will be an error and or it won’t send the notifications