How do I add custom text to email templates?

Go to Administration -> General -> Templates  > Email Templates. This is where you can find all of the Email Templates that the system uses when sending notifications to Users.

Let's say, for example, you want to customise the text on the email notifications sent out to users when they request report information. Scroll down to "Information Requested", and click on the [Edit] button.

On the next page, you can customise the text you would like Users to see. This text will be included within an additional Text Area on the existing Email Template. Click on [Save] when done. Merge fields can be used to pull information from the SR / User Details into the email, such as #REPORT_INFORMATION# for a list of the report's questions and answers.

Now, you can select this email template when sending mail via Service Desk > SR > Send > Email.