Customizing the welcome email and the account verification email

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  • Audrey Ann Cipriano

    Hey Bram, the welcome email title should reflect the brand you select when creating the user, and same if they signed up in your brand's help center. I have tested this multiple times and confirm the email title changes. It's the contents of the message that cannot be modified currently. 

    Let us know if you're experiencing otherwise and we'll check it further for you!


  • Peter Hochstrasser

    Hi Audrey Ann Cipriano

    This means that you can do it only for registered end users.
    Our end users do not need to register for support - they just send in their questions, problems, complaints and whatever they intend to get support on.
    It is not doable to register them first, or to motivate them to register to enter a complaint or a problem.
    I think that Zendesk should provide other options here.


  • Bram Goossens

    Hi Audrey, the subject of the welcome email has the following format: "[account name] welcome email".

    The account name is in our case the name of the parent company which has multiple brands. I had to change the account name to "[]" just to make sure that not the name of the parent company is shown in the title of the welcome email to end users of "Brand X "

    Anyway, the welcome email reflects as such not the brand name, so I don't understand your comment. 

  • Peter Hochstrasser

    That is an interesting way to cope with the situation, Bram Goossens;

    thanks for the tip!

    But anyway, it is a rather crude solution to a problem that should not be one in the first place.

    It seems that brands have just been put on top of an existing solution which has not been re-engineered to fully support the new capabilities.

  • Peter Hochstrasser

    Crude is the right adjective here: You cannot save an empty account name, nor can you save a space as the account name. I opted for a period.

  • Bram Goossens

    Yes it makes no sense at all to do it like this and it is insane that its not possible to change this.

    Also, the welcome email is triggered from an action in the helpcenter of the brand, so the system should know where the end user is coming from. 




  • Peter Hochstrasser

    Hi Zendesk

    I just made a support ticket out of my many comments here.

    Our customers ask us if we're fake - because they submit a ticket for brand 2, then get a welcome mail from our account, which has been setup as from brand 1.

    Yes, I know, this is real easy...

    But not if you have 3 or more brands and 4 languages...

    This is one of the first moments for Zendesk to make a first impression on new customers. And boy, are these customers impressed... but not really positively.

    With the current documented capabilities of Zendesk, we might settle for something along the lines of

    Welcome at the support of <brand3>, <brand2> and <brand1>.
    You can register yourself optionally to check on your tickets - click the link below to register.
    Your ticket will be processed even without registration.

    repeated 4 times in german, french, italian and english, followed by the single link - what an elegant, simple and customer pleasing solution...

  • Audrey Ann Cipriano

    Hey Bram, 

    I have received an update from our product team, as of right now, we have welcome email requests in investigative product discovery but no confirmed plans yet. 


    I can also see that you have posted the same in our product feedback -

    Please keep these comments coming as our product team is aware that a lot of customers are asking for this and is looking into it. Thank you.

  • Audrey Ann Cipriano

    Hey Peter, 

    Your ticket has been assigned to one of our advocates and is now working on it to provide you the answers to your inquiry, you should receive an update via email soon. Thanks! 

  • Peter Hochstrasser

    Hi all

    The ticket mentioned by Audrey resulted in the following:

    • you can use HTML in the mail templates for the welcome and verification mails
      This article details it a bit more: Where can I use Markdown and HTML in Zendesk
    • you cannot use Liquid Markup
    • more to follow, as I get the information.
  • Laura Inostroza

    This article is out of date as this is no longer under the Admin section.

    It's under the Gear > Customers > Settings

  • Dave Dyson
    Zendesk Community Team

    Hi Laura,

    You're right that these can still be found in Support under Settings > Customers > Settings, but we're in the process of moving them to the Admin Center, so we're adjusting our documentation to reflect that. During the move, the settings can be found in both places. To learn more about the move, see About Support settings in Admin Center. Thanks!

  • Stuart Buddrige


    I have 2 brands in my ZenDesk. For one brand, we do want to send a welcome email when a new user is created by an agent or administrator. For the other, we don't. 

    Is this possible?


  • Sabra
    Zendesk Customer Advocate

    Hey Stuart Buddrige! At this time, it is not possible to control the "Also send a welcome email when a new user is created by an agent or administrator" setting by brand. The setting applies to the entire account. That being said, I would encourage you to add this as feedback to our Feedback on Support forum!


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