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 covers the following topics:
When you're updating these emails, you can 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:
- An unverified end user clicks Forgot password? and enters their email.
- An unverified user clicks the ticket link in the email they receive after submitting a support request. They are directed to Zendesk to provide their email address to get a verification link to set a password. (This workflow is the same as the "forgot password" steps. Both will send the end user a welcome email, not a verification email.)
- An end user completes the signup form to create a profile.
- An agent creates the user and Also send a verification email when a new user is created by an agent or administrator is enabled.
- An agent clicks Resend verification email on an end-user profile.
This email is sent from the default support address of the brand where the user signed up. The exception is when profiles are created through the Web Widget; the welcome email is sent from the default support address of the default brand.
If a user is created by an agent using +Add user and Also send a verification email when a new user is created by an agent or administrator is enabled, the Welcome email is sent from the support address of the brand selection entered at the time of user creation.
If an agent creates the user by entering the user's email into the Requester field instead of clicking +Add user, the email is sent from the agent brand instead of the default or ticket brand. The agent brand is the brand that agents are routed to when they sign in to Zendesk. If the help center of the agent brand isn't active, but other help centers are active, the welcome email is sent from the oldest brand with an active help center.
To customize the user welcome email
- In Admin Center, click
People in the sidebar, then select Configuration > End users.
- In the Account emails section, update the text in the User welcome email
text field.
- (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:
- An end user adds an additional identity to their account.
- An 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 agents create users, 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
- In Admin Center, click
People in the sidebar, then select Configuration > End users.
- In the Account emails section, update the text in the Email verification
text field.
- 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.
34 comments
Peter Hochstrasser
Hi @...
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.
3
Megan Lalock
I want to have an email that is automatically sent when a new agent is created but not for new users. Is this not possible? I don't want end users to get welcome emails but I do want new agents I am creating to get them. How can I enable this for agents only?
1
Audrey Ann Cipriano
Hey Megan,
I'm afraid you cannot disable the welcome email notification for end-users when your help center is enabled. You can only disable the welcome notification when the end user profile is created by an administrator or an agent. - More info here: https://support.zendesk.com/hc/en-us/articles/224907267-Can-I-disable-the-welcome-email-notification-for-new-end-users-
I hope this helps! Let us know if you have other questions.
-3
bgoossens
How can I change the title of the email. It currently states the name of the main account, but not of the brand itself. This looks really strange.
Are there any planned feature improvements on the level of customization of the welcome email?
1
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!
0
Peter Hochstrasser
Hi @...
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.
JM2C.
4
bgoossens
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.
0
Peter Hochstrasser
That is an interesting way to cope with the situation, @...;
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.
1
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.
0
bgoossens
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.
2
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...
2
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 - https://support.zendesk.com/hc/en-us/community/posts/1260801803749-Feature-Request-Change-the-Welcome-Email-Subject-Line?page=1#community_comment_4403565233690
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.
0
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!
0
Peter Hochstrasser
Hi all
The ticket mentioned by Audrey resulted in the following:
This article details it a bit more: Where can I use Markdown and HTML in Zendesk
0
Laura Inostroza
This article is out of date as this is no longer under the Admin section.
It's under the Gear > Customers > Settings
0
Dave Dyson
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!
0
Stuart Buddrige
Hi,
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?
Thanks,
0
Sabra
Hey @...! 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!
0
Lianne Geerlings
There really should be some effort changing this " Account Email" function.
We do not want our end-users to receive an email to create an account at all.
We should be in charge to determine wether they should receive such or not.
Especially having multiple brands, it is even more frustrating. Submitting a ticket for Brand L results in receiving welcome emails from brand T.
1
Randy Magliozzi
Having trouble getting support for the Salesforce integration.
I've noticed the following behavior. We create a new Account followed by a new Contact through the integration which creates the Organization and the User records. However, for 2-3 minutes, the User is not showing linked to the Organization -- it seems like there is a backend process that maps the user's Email to the Email domain we provide when the Account is synched. During those 2-3 minutes, the User record shows "(unverified)" and in some cases, the automated Welcome email is not being sent. 1.) Can you confirm this issue and 2.) provide a workaround.
Thanks!
0
Ian
I'm noticing a discrepancy between my welcome email and yours: The text highlighted in red is not something we want appearing in this email, however I can't see where it can be changed or removed, and it's not text that appears in your screenshots above.
1
John Evans
We assumed Zendesk would never address the need to turn the forced email off, so we moved our public-facing support to FreshService. Since we can turn off ALL system emails and ultimately control what our customers get, it was the only way to work around this "feature." It has been great so far...
1
Dane
You can try to modify the "User welcome email text" in the Admin Center.
0
John Evans
Dane when will we be able to turn it off?
1
Stephanie Farrugia
Dane this is a show stopper for us and it is evident for many clients. At least is there some possible work around or can the welcome e-mails be bypassed using a basic form of widget such as the Classic.
1
Abdelhameed Khaled
Dane can we customize agent welcome email ?
1
Viktor Osetrov
You can use HTML to customize both the user welcome and verification emails.
Or you can use 3rd party apps for that like Email Template Builder from our marketplace.
Hope it works for you
Thanks
0
Abdelhameed Khaled
Hello @... can I do this for Agent welcome email too not only the customer or the end user ?!
0
Joyce
The general email template modifications would impact the welcome email for both users and agents, but that’s just for styling. The contents of the agent welcome message cannot be modified unlike for users.
0
Ulises
Can I use Dynamic Content for the User email welcome text?
Update: It would be great if we could add a language selector when creating a user, this way the dynamic content will kick in for the dynamic content welcome email
0