Hey i was stuck on the same issue as you, I figured the best way to counter this issue is not to use the custom e-mail rather make a template
that contains all the text you need, and just use the default way with your own set template, don’t forget to check the box on the lower-right side of Edit page(E-mail notifications), set the use entry to e-mail so your client does receive a copy of it,
If you need any other help just post it.
P.S you can check how it works on my site if you’d like just add Test to the extra text area http://www.a-fgems.com/submit-a-request/.
