Customizing the welcome email and the account verification email

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 be updated to better match your brand or organization's guidelines.

This article includes the following topics:

• Customizing the user welcome email
• Customizing the email verification email

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.

Tip: You can use HTML to customize both the user welcome email and the email verification email.

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.

Note: For end users to receive the welcome email, your help center must be active (see Activating your help center). Agents receive the welcome email regardless of the activation status of your help center.

To customize the user welcome email

1. Click the Admin icon (), then select Settings > Customers to open end-user settings.
2. Scroll to the Account emails section.

   

3. In the User welcome email text entry box, update the text as needed.
4. (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.
5. 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

1. Click the Admin icon (), then select Settings > Customers to open end-user settings.
2. Scroll to the Account emails section.
3. In the Email verification text entry box, update the text as needed.

   

4. 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.