Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes. The text lives in the theme, and it is one of the most-read sentences in your whole help centre.
Where to change it
In the theme, on the template that handles the request form. Edit the confirmation text there, preview, and publish the theme.
With several languages, the text has to be translated too, or half your customers get the default in a language they did not choose.
Say when, not just thank you
"Thanks, we have received your request" tells somebody nothing they did not already know. "We have received your request and will reply within one working day" answers the question they are actually holding.
An expectation, even a rough one, is what stops the follow-up message an hour later.
Tell them where it went
That a confirmation email is coming, and that they can follow the request in the portal. Both are useful; neither is obvious to somebody using your help centre for the first time.
Keep it short
Three lines. This page is read for two seconds by somebody who has just finished typing, and anything longer is not read at all.
Check it after any theme update
Custom text in a template is exactly what an imported or updated theme overwrites. Look at the confirmation once after every theme change; it is a ten-second check that catches a silent regression.
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