End-user account emails notify agents and end users about changes to their profiles. These system-generated emails are among the earliest communications you'll have with a customer, and can updated to better match your brand or organization's guidelines.
This article includes the following topics:
When you're updating these emails, you can choose to include a list of all active help centers associated with your brand.
For more information on system-generated emails, see Managing your automated emails.
Customizing the user welcome email
The User welcome email is sent when any of the following occurs:
- Unverified end user clicks on "Forgot my password" and enters their email.
- End user goes through the "Sign up" form to create a profile.
- 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.
- 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.
This email is sent from the default support address of the brand where the user signed up. If a user is created by an agent, the email is sent from the default support address of your default brand.
To customize the user welcome email
- Click the Admin icon (
), then select Settings > Customers to open end-user settings.
- Scroll to the Account emails section.
- In the User welcome email text entry box, update the text as needed.
- (Optional) Select Also send a welcome email when a new user is created by an agent or administrator to send an email when a new user is created on behalf on an end user; deselect this option to send a welcome email only when the end user creates their own new user.
- Click Save tab at the bottom of the page.
The user receives a welcome email, including a link to complete their registration:
If you have multiple brands, you also have the option to include a list of active help centers in the welcome email. Click Include a list of active Help Centers in account emails checkbox to enable this feature.
Customizing the email verification email
The email verification email is sent when any of the following occurs:
- End user adds an additional identity to their account.
- The agent manually sends the verification email to the new identity.
The email is sent from the default support address of the brand where the user signed up. When users are created by agents, the email is sent from the default support address of your default brand. After the primary email address is verified, additional email addresses added by an agent or administrator are automatically verified.
To customize the email verification email
- Click the Admin icon (
), then select Settings > Customers to open end-user settings.
- Scroll to the Account emails section.
- In the Email verification text entry box, update the text as needed.
- Click Save tab at the bottom of the page.
If you have multiple brands, you also have the option to include a list of active help centers in the verification email. Click Include a list of active Help Centers in account emails checkbox to enable this feature.
27 Comments
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).
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?
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.
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.
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.
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.
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!
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
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.
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.
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!
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
Hi Fiona -
It may be a bug. That should be available for you.
Thanks, Nicole. I just made a ticket for it.
Sounds good.
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?
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!
Does anyone know how I can update the email footer (the verbiage) in Zendesk?
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.
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.
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
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.
Hi all
Two questions:
Currently, we use two brands, and it is kind of embarrassing when customers register for one brand and get a seemingly completely unrelated mail with the verification request. This just doesn't trigger a "Ah, that's from ...", but a "What kind of spam scam is this?" and thus ruins our reputation.
Thanks for your thoughts
Peter
Hey Peter,
Let me know if you have any other questions!
Hi Brett
Thanks for your reply, and yes, I do have questions, not different questions, but the same questions with higher precision.
Regarding the multibranding article: I saw that, however, AFAIK none of the initial mails (request for and confirmation of verification) go through triggers, so that kind of branding is not going to work -- which is why I asked if we can use Liquid on the templates for these mails in the first place.
You say "It may be possible to use liquid markup" - that's what I want to know unconditionally, binary, just yes or no. Maybe and possibly is not good enough, as this is not documented.
I ask Zendesk to state (and document) if Liquid Markup is available or not in the request for and confirmation of verification mails.
I am not going to tweak around in a productive environment just to find that it won't work, as this will go out to dozens of our customers-to-be if I do it anytime outside the timespan between midnight and 6 am.
Bom dia Pessoal!
Estamos cim um problema nno envio de email de boas vindas ou validação de email quando o usuário inclui novo contato, estamos usando o SAML/SSOn e o parâmetro de alteração de senha não esta flagado. No entanto após o usuário final recegber o email e clicar no link enviado para validação, é direcionado para a tela de alteração de senha, não permitimos alteração de senha do usuário, isso é controlado via SSO. O que temos que fazer para que o usuário seja redirecionado direto para a tela de Login?
Hi Brett Bowser
I already entered my question 5 months ago without feedback from you guys:
https://support.zendesk.com/hc/en-us/articles/227437147/comments/360005340494
We get messages almost daily asking us to delete the personal data of people who have just registered for support with our sister company which uses one of the brands in our Zendesk account. We then have to explain that that won't do no good, etc. etc.
Please consider this request as a enhancement/change request to Zendesk Support - this is more than just annoying.
Please sign in to leave a comment.