This feature request is as of now (11.01.2023) for both multi-brand and single brand accounts of Zendesk.
Today, there is one Welcome mail, one Verification mail and one Change Password template per account, not per brand.
All of these mails do not use the mail template defined in Admin Center, Channels, eMail, eMail Templates (don't know why this is plural, but that's what it says).
Since these templates do not allow to sense the brand requested and adapt the contents accordingly, with branding and wording, these mails are a bit of an alien communication.
If your brands are very different (like using formal vs. informal language, B2B vs. B2C), or it's not really intended that your customers know that all of the brands using this Zendesk Support Account belong together, then this shortcoming weighs in pretty serious: Our customers repeatedly asked us if we're fake... not good at all.
The Proposed Solution
My intention is that a brand is in control of all its communications, and thus, I suggest that the following changes to the current welcome, verification and change password mail templates are implemented:
- allow customization of both subject and body of these mails
- integrate Liquid Markup in addition to html and Markdown, i.e. have them use the standard mail template of the Zendesk account.
With these changes, it will be possible to have mails which include brand names, logos, and brand specific language.
Now, if there are any other account- but not brand-specific mails that Zendesk sends out, please include those, too - we want a single. complete solution for both bodies and subjects.
In addition, a guide detailing how to implement branded mail templates for both single- and multi-brand accounts, maybe even covering a few related topics like language specific text and various logos including mottos, captions etc. would be most appreciated.
If you find this feature request interesting, consider also supporting the like-minded request at
BTW: It is almost a year since I created this request now, and yes, it became better with the input of others.
What is sorely lacking now is ACTION by Zendesk. Thanks for listening and implementing, Zendesk.
Amended on 2023-01-11, nine days short of the 18 month celebration of this feature request.
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