Can I disable the welcome email for new end-users? Follow

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9 comments

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    David

    How can the users create a user/password without the email and link?

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    Joni Sariola

    Hi David,

    After adding a user, select security settings and reset password. If you have multibrand, you can also select from which brand welcome email is sent.

    User gets an email with direct link asking to create a password for this Help Center.

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    Jessie Schutz

    Hi Joni! Thanks for hopping in to help. :)

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    Joseph Rivera

    This option is disabled right now because I'm still on trial and evaluating.  Will this be enabled as soon as I'm a paying customer?  If so, is this activated with all paying accounts?

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    Nicole Relyea

    Hey Joseph - 

    Which option are you referring to, specifically? Modifying the text or disabling the welcome email? 

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    Joseph Rivera

    I was referring to modifying the text but would also like to know if I can disable.  Thanks.

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    Nicole Relyea

    Hey Joseph - 

    It looks like you need to talk to one of our agents to see about getting this set up. I'm going to pull you into a ticket to start that conversation - look for an email from me shortly. 

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    Amy McCravy

    We have not yet enabled our Help Center, but have our helpdesk set up such that customers email our support address, and their emails get converted into tickets. Responses send notifications to our customers, but with the ticket comments formatted in the body of the email. 

    This part of your article confuses me: 

    • End-user submits request = End-user likely receives a notification email via trigger - if they click the ticket link since they haven't set up a password yet they're not logged in > they redirect to Zendesk > they have to sign-in and then they enter the email to get a verification link to set a password. This email sent in this case is the same as what happens when you are an end-user and go through the "forgot my password" steps. Both will send the end-user a welcome email, not the verification email.

    Does this mean that any requests submitted via email will send the user a welcome email, or only if the email contains a ticket link? 

    We'd like to enable our Help Center, but do not want welcome emails to go to users by default just because they email our support desk. We'd like the experience to remain the same for most of our users, and simply give some of our users the option to create accounts manually to view help center content and ticket history. What is the way to accomplish this?

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    Jessie Schutz

    Hi Amy!

    When your Help Center is active the welcome email is sent out to a user when they submit a support request to your Zendesk for the first time; they will only receive this email once. Whether they received an email notification with their ticket number has no bearing on this functionality.

    It's not possible to disable the welcome email completely, but you can customize the content of the email to say whatever you'd like - the instructions for how to do this are right in this article.

    You mention that you want to give your users to the option to manually create a Help Center account...the welcome email would be a perfect place to tell them about this option and give them instructions on how to do it.

    I hope that clears things up! I'll let our support team know that the paragraph you cited here could use some clarification.

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