Question
Can I disable the welcome email for end users?
Answer
Enabled Help Center
If you've enabled your Help Center, the welcome email is sent when:
- End-user clicks on "Forgot my password" and enters their email.
- End-user goes through the "Sign up" form to create their own profile.
- End-user submits a ticket and clicks on the hyperlink to view that ticket, in the email notification they receive. This will require that end-user to either sign in or create a new profile in your company Help Center.
- Agent creates the user and "Also send a verification email when a new user is created by an agent or administrator" is enabled.
- Agent clicks "send verification email again" on an end-user profile.
It is not possible to disable the welcome email for these situations once Help Center is enabled.
Although it is not possible to prevent this message from going out while keeping the Help Center active, any administrator on your account can modify the text of the email that goes out.
To modify the text of the welcome email
- Click the Admin icon (
) in the sidebar. - Under Settings > Customers, select Customers.
- Locate Account emails section.
- Modify text of the email in
As well, you can disable the welcome email for end-user profiles created by you or your agents (whether by bulk user upload or manually adding end-users), so they won't be confused.
To disable the welcome email for users created by agents
- Click the Admin icon ( ) in the sidebar.
- Under Settings > Customers, select Customers.
- Next to Account emails, uncheck the box Also send a welcome email when a new user is created by an agent or administrator.
Disabled Help Center
If Help Center is not active the welcome emails are not sent to the end-users.
Help Center managers can deactivate a Help Center, if necessary, after it has been activated. When disabled, end-users can no longer access that Help Center. Help Center managers and agents can access a Help Center when it is disabled. You can read more about this here: Deactivating your Help Center.
24 Comments
How can the users create a user/password without the email and link?
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.
Hi Joni! Thanks for hopping in to help. :)
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?
Hey Joseph -
Which option are you referring to, specifically? Modifying the text or disabling the welcome email?
I was referring to modifying the text but would also like to know if I can disable. Thanks.
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.
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:
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?
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.
In the case of a ticket being created via Private Ticket Creation, where the user has no access to the ticket, the fact that emails are sent anyway feel buggy to me.
If this indeed expected behavior, it needs to be noted in the Private Ticket Setup.. that private tickets are incompatible with "Also send a welcome email when a new user is created by an agent or administrator."
It would be better to prevent the welcome email until such time as the user has a visible ticket.
Hey Allen!
Are you saying that when an agent creates a new user in the process of creating at ticket where the first comment is private, a welcome email is sent to the user even when the setting you cited above is disabled?
@Allen, I would love to know the answer to Jessie's question!
Thanks,
Jonathan
Hi,
I also have similar questions with Amy and Allen. I would much appreciate a more precise guidance if available :-)
https://support.zendesk.com/hc/en-us/articles/224907267/comments/115002121367
https://support.zendesk.com/hc/en-us/articles/224907267/comments/360000737607
To rephrase the question:
- Assume that Help Center is enabled.
- There is a set of end-users called "paying customers" (paying customers defined by their tags), who should have access to the knowledge base, forums as per their user segments (defined by their tags).
In summary, I know my paying customers and they are the only ones who should have access to my Help Center "knowledge base" and "forums". Thus, they need a welcome email to register, create a password, etc.
- Assume there are also non-paying customers (my website visitors with questions about my products) who can send emails, use the contact form, chat widget to create tickets. They can and should be able to create tickets. Then my agents reply to convert them to paying customers. But these non-paying customers (end-users), with tickets, should not have access to my Help Desk "knowledge base" or "forums". These non paying customers are identifiable as they don't have the paying customer tags and thus not part of the paying customer user segments.
These end-users should not receive a welcome email. We also deleted the Help Center ticket links from the response emails that we send to them.
Question:
How can we define whom to send welcome / verification / sign-up emails and whom not to send?
Assume none of the below triggers happen:
We need to define an automated way to send welcome emails to those end-users we define (paying customers in the above example).
And not send to those others.
Thank you in advance for your help,
Look forward to hearing from you.
Hey Cenk!
The best recommendation I can provide for your desired workflow is to bulk import the users you want the Welcome email to be sent to while the "Also send a welcome email when a new user is created by an agent or administrator." setting is enabled under Admin > Settings > Customers > Account Emails.
As outlined in this documentation, it is not possible to prevent the Welcome email from being sent if any of the actions that generate that notification are completed. You are not able to selectively define who should or should not receive these.
I am unable to modify the Welcome Email Text. Instead of the ability to modify I see.. "Sorry, email template customization is disabled on this account. Contact our Customer Service team to enable this feature."
We are a paying customer. https://rdoic.zendesk.com Please advise.
I want to be able to modify the text in the email a new user receives when I add them.
Bill
Hey Bill,
Can you double-check on your end to see if the email template is now available under Admin>Channels>Email
Additionally, if you want to change the email that gets sent when a new user is added, you will want to edit the Welcome email text under Admin > Settings > Customers
Let me know if you have any other questions!
can we please have the option to disable automatic welcome emails if help centre is active it is something that my business does not currently want
Hi Ben -
I'd encourage you to post this as a feature request in the Guide Product Feedback Topic in the community. If you haven't posted there before, here are our tops on writing an effective feedback post.
Hey Ben,
Thanks so much for posting this (https://support.zendesk.com/hc/en-us/community/posts/360034889934-Welcome-Emails?page=1#community_comment_360009053573). I added my comment and upvoted. Would really love to get this disabled.
Hey Nicole
i currently have a post in support help under the advisement of the chat team in support they also advised me to comment on this article to help with getting this issue resolved you can find my post here ( https://support.zendesk.com/hc/en-us/community/posts/360034889934-Welcome-Emails?page=1#community_comment_360009053573 )
Can anyone suggest a solution for end user verification that either delays the welcome email until an end user had been manually verified or has a work around that allows an agent or admin to decide if a user is added before that action is triggered?
We are going to use ZD for our API developer portal, and obviously wish to verify requests to join the program before giving them access to the portal, so sign-in will be required, but I'd like a way to have a contact us/request access form be presented to any non-signed in users on both the landing page of the dev portal and a second separate marketing website, and to then manually verify them for access, before then adding them as a user and sending the welcome email, but they wont be able to fill out the contact form unless they are already signed up?
Hello William,
I'll work on getting some more visibility for your question; this would require some custom code to accomplish via the API. I've gone ahead and included an article that will help with the starting this endeavor.
Zendesk Developer Contact API
Best regards.
Hi Devin
Thanks, I have heard back that even with API customization the process of filling out the contact form adds a user profile, which will always trigger a verification email, so we are going to use a 3rd party contact form to get around this
HOWEVER, I am still having a major issue that when an existing user changes their email address in SalesForce, this triggers an update the system sends out a verification email to that user, and I'd like to use the API to stop that, ( since they have aleady been verified) but not being a developer, im not sure WHERE I would change the code that make up the API parameter to do this
We use Support-Enterprise pretty much out of the box
Hey William,
There is a property on the /users endpoint called 'verified' that you can indicate via the API if the user is verified or not. I think that may be what you're looking for to stop the emails. Check this out, it may help.
https://developer.zendesk.com/rest_api/docs/support/users
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