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
Audrey Ann Cipriano
HI Ulises yes, you certainly can use dynamic content in your User email welcome text :) You may visit our doc here to check on places where you can use dynamic content - https://support.zendesk.com/hc/en-us/articles/4408882999066
Thanks!
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Ulises
Thanks Audrey Ann Cipriano.
Unfortunately, when a new user is created it automatically sets the default account language for the user and sends the welcome email in that language.
It would be great to have a language selector when creating a new user. This way the customer receives the welcome instructions in a language they can understand.
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Matt Winer
I know this may work for some, but Zendesk is all about the Customer Experience. Talk about a horrible and confusing CX! We activated our help center so we can build out articles for AI Agents. Our help center for this brand is not going to be customer facing at all. I don't want to send article links to customers.
But, now, if a customer sends in an email, starts a message on the web widget, or we create an API call (zapier) for a customer request. They are getting an email that says “create a password". ???‽!‽!! When mean while maybe their question is “how do I access my photos” but now they get an email that says “create a password and sign-in”. To what, access photos? NO, to edit their customer service profile???? Our requests are nearly all one touch, our customer service to them is nearly ephemeral. There is zero need to setup a username/password or access to anything other than the product we provide to them.
I'm sorry if I've missed something here, if I have, please set me straight because the way I've read and under this is so frustrating.
1
Jay Saclot
Hello Matt Winer
It seems that your instance requires registration for users, which explains why users are being prompted by email to create a password. You can check this "Anybody can submit tickets, no registration required" to disable the feature.
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