diff --git a/app/main/views/service_settings.py b/app/main/views/service_settings.py
index 497c6aa78..4a20f6888 100644
--- a/app/main/views/service_settings.py
+++ b/app/main/views/service_settings.py
@@ -1173,27 +1173,15 @@ def branding_request(service_id, branding_type):
     elif branding_type == "letter":
         branding_name = current_service.letter_branding_name
     if form.validate_on_submit():
+        ticket_message = render_template(
+            'support-tickets/branding-request.txt',
+            current_branding=branding_name,
+            branding_requested=dict(form.options.choices)[form.options.data],
+            detail=form.something_else.data,
+        )
         ticket = NotifySupportTicket(
             subject=f'{branding_type.capitalize()} branding request - {current_service.name}',
-            message=(
-                'Organisation: {organisation}\n'
-                'Service: {service_name}\n'
-                '{dashboard_url}\n'
-                '\n---'
-                '\nCurrent branding: {current_branding}'
-                '\nBranding requested: {branding_requested}'
-                '{new_paragraph}'
-                '{detail}'
-                '\n'
-            ).format(
-                organisation=current_service.organisation.as_info_for_branding_request(current_user.email_domain),
-                service_name=current_service.name,
-                dashboard_url=url_for('main.service_dashboard', service_id=current_service.id, _external=True),
-                current_branding=branding_name,
-                branding_requested=dict(form.options.choices)[form.options.data],
-                new_paragraph='\n\n' if form.something_else.data else '',
-                detail=form.something_else.data or ''
-            ),
+            message=ticket_message,
             ticket_type=NotifySupportTicket.TYPE_QUESTION,
             user_name=current_user.name,
             user_email=current_user.email_address,
diff --git a/app/models/organisation.py b/app/models/organisation.py
index 5b5e5272a..5ddffaf88 100644
--- a/app/models/organisation.py
+++ b/app/models/organisation.py
@@ -101,9 +101,6 @@ class Organisation(JSONModel):
             self.request_to_go_live_notes = None
             self.email_branding_id = None
 
-    def as_info_for_branding_request(self, fallback_domain):
-        return self.name or 'Can’t tell (domain is {})'.format(fallback_domain)
-
     @property
     def organisation_type_label(self):
         return dict(self.TYPES).get(self.organisation_type)
diff --git a/app/templates/support-tickets/branding-request.txt b/app/templates/support-tickets/branding-request.txt
new file mode 100644
index 000000000..da55691d0
--- /dev/null
+++ b/app/templates/support-tickets/branding-request.txt
@@ -0,0 +1,14 @@
+Organisation: {% if current_service.organisation -%}
+  {{ current_service.organisation.name }}
+{%- else -%}
+  Can’t tell (domain is {{ current_user.email_domain }})
+{%- endif %}
+Service: {{ current_service.name }}
+{{ url_for('main.service_dashboard', service_id=current_service.id, _external=True) }}
+
+---
+Current branding: {{ current_branding }}
+Branding requested: {{ branding_requested }}
+{% if detail %}
+{{ detail }}
+{% endif %}