Customizing the welcome email and the account verification email

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23 Comments

  • David
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    I need to change my credit card details but i am not the holder of this account how can i become the hold of this account so i can change the credit card details as my son Tristan is no longer with my company 

     

    Regards David

    -2
  • Jamie O'Connell
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    Is there any way to update the 'password reset' account email text? Specifically to update the URL within (I need it to point to our own domain, not the 'zendesk.com' domain).

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  • Jessie Schutz
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    Hi Jamie!

    I'm afraid it's not possible to edit the content of that email. Are you using SSO? If that's the case, there's another option. Go to the admin settings in your agent interface, scroll down to Settings, click on Customers, and then scroll down to Allow users to change their password. If you're using SSO, you'll want to uncheck that box so your users don't have the option to reset their own passwords.

    Do you think that'll help?

    -1
  • Jamie O'Connell
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    Hi Jessie,

    Thanks for the reply. We are currently not using SSO, and we cannot update the 'host mapping' field within ZenDesk, as we host our KB at our own domain (i.e. we do not use the Help Centre directly).

    It seems that the only resolution would be to set up and switch to SAML/LDAP or the like, and host/reset the password elsewhere.

    Thanks for the clarification.

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  • David
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    I see it is possible to use dynamic content in the welcome email, but HTML tags that I once used in the text box (and they worked) appear as text....so if I want to use dynamic content i cannot use HTML? :(

    Also, how can I get the email text to appear Left-to-Right? The HTML formatting I'm trying (without DC) isn't working. Some users receive the email in LTR languages, and I want it to appear properly.

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  • Romona
    Comment actions Permalink

    Hi David, 

    You should be able to use both HTML and Dynamic content in your emails. I found a very helpful article titled Customizing templates for your email notifications that can help you implement and customize emails using both. 

    Feel free to check it out and let us know if you still have questions. 

    0
  • Nicholas Smolney
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    I have multibrand, and it's less than ideal (makes my company look unsophisticated) to have a generic welcome message shared across all brands.

    Having the from address on the email as well as the subject to reflect the brand is not enough, as my brands are quite different. I would ask that having the ability to have a custom welcome email per brand be prioritized higher. 

    Also, I think it would more likely to want to include the help center for the one particular brand, instead of for all active brands.That's what I would want. 

    Finally, when listing out the help centers, it would make sense to use the host mapping url (i.e. http://support.company.com) if we have gone through the effort of setting this up, and are actively marketing that url.  

    3
  • Jessie Schutz
    Comment actions Permalink

    Hi Nicholas! Thanks for sharing that feedback!

    I checked in our Product Feedback topic and didn't find anything that matched up with what you're suggesting here. If you're up for it, it would be great if you'd cross post this over there to ensure that our Product Managers see it!

    0
  • Victoria Moree
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    Hello,

    i'm looking for the topic where we can find information about customizing of the layout of the welcome email 

    thank you in advance for information 

    0
  • Gabriel Manlapig
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    Hello Victoria,

    You can customize the HTML template to match your branding by making a few simple style changes. I found a very helpful article titled Customizing templates for your email notifications that can help you implement and customize email layout.

    Feel free to check it out and let us know if you still have questions.

    0
  • Bryan
    Comment actions Permalink

    Hello,

    I am unable to apply my customised welcome email template which is received by users after they registered through Help Centre. It still shows the default Zendesk email template. Is there a bug?

    Hope to hear from someone and thanks in advance.

    1
  • Brett - Community Manager
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    Hey Bryan,

    It looks like our Customer Advocacy team is working with you through a Support ticket and from what I can tell this is a known issue our developers are looking into.

    We will continue to provide updates to your ticket when available :)

    Thanks!

    1
  • Fiona
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    I'm pretty sure I had modified our welcome email a while ago but just checking now, it says the ability to modify the email is disabled for my account... I'm on the Professional Plan and have Guide activated... is this a bug?

    Thanks!

    Fiona

    0
  • Nicole - Community Manager
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    Hi Fiona - 

    It may be a bug. That should be available for you. 

    0
  • Fiona
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    Thanks, Nicole. I just made a ticket for it.

    0
  • Nicole - Community Manager
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    Sounds good.

    0
  • Alex Gillum-Webb
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    Hi there,

    I want to send a different welcome email for users I sign up to under a second brand, as it will be dealing with a slightly different use case to our main brand. How can this be achieved at present?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Alex,

    The link included in the welcome email should reflect the brand you select when creating the user, and direct them to that brand's Help Center.

    That being said, the text of the welcome email is the same for all brands; this is a known limitation of the Multibrand feature at this time.

    I'll be sure to pass this use case along to the appropriate product managers they're aware of this need.

    Cheers!

    0
  • Farzad Nazifi
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    Does anyone know how I can update the email footer (the verbiage) in Zendesk? 

    0
  • Amanda Gunn
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    Can you edit the email new AGENTS receive? The link in the new agent emails are not correct for us and cause us to follow up with them for how to appropriately access Zendesk.  This still looks to be about end user email customizations.

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  • Gail L
    Comment actions Permalink

    Hi Amanda,

    The welcome email sends based on new user creation, it is the same for both agents and end users.

    What do you mean by the link is incorrect in the email your agents receive? 

    If you need a different process for setting up new agents because of SSO or another internal workflow it is possible to disable the welcome email for admin created users. You would still need to have someone send onboarding directions separately but if that would reduce confusion it might be the best option. 

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  • Amanda Gunn
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    Hi Gail,

    Our end users and agents receive different emails. The agents do not receive the email I see presented under the Settings section.

    End users receive: 

    Welcome to Helpdesk Name. Please click the link below to create a password and sign-in.

    Link1here

     

    Agents receive:

    Hi AgentName,

    You have been invited to join Zendesk Support for HelpdeskName. Zendesk Support is your workspace to support and communicate with customers.

    To accept the invitation and create your account, click:

    Link1here

    Afterwards, you can access Zendesk Support by going directly to Link2here.

    For a quick introduction, here’s a brief video on how Zendesk Support can work for you:
    Link3here

    Regards,
    The Zendesk Support Team
    support@zendesk.com

     

    The Link2 in the agent email is incorrect it is missing an "/agent" at the end so that they can seamlessly log in.

     

    Thank you,

    Amanda

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  • Gail L
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    Apologies Amanda, I had incorrect information. I'm creating a ticket for you so that this can be looked at further since I don't see any way to customize the agent welcome email.

    0

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