Question
I want to prevent my new customers from receiving welcome email notifications. Can I disable the welcome email notification for customers?
Answer
You cannot disable welcome email notifications when your help center is enabled, and the account creation is initiated by the customer. You can only disable the welcome notification when the end-user profile is created by an admin or an agent. If your help center is not enabled, end-user welcome notifications are deactivated.
If don't want one particular client to receive the welcome email, follow these steps:
- Disable the notification for agent or admin created users
- Add the customer to Zendesk
- Revert the change in the first step
For more information about the welcome email notification, see the article: Customizing the user welcome email.
Note: The welcome email notification is sent based on if your Support instance is open, closed, or restricted. For example, if your instance is open, and users are not required to register, a welcome email will not be sent. More details can be found in the article: Enabling anyone to submit tickets.
3 Comments
Hi Team,
This is ridiculous that the welcome email cannot be disabled for clients that user single sign on in another platform to manage help center access. We unknowingly were sending emails to new users to set up a new user via authentication we didn't manage.
This article is a little confusing. I was able to disable these welcome emails by going to Settings > Customers and then unchecking "ask users to register".
I am not sure why this is enabled by default. End users (customers) were receiving the following message:
"You have been invited to join Zendesk Support for {{company name}}. Zendesk Support is your workspace to support and communicate with customers."
Hope this is helpful to someone!
Hi Zendesk team!
I would agree here with Jimmy. Upon migration of our users, we sent out a number of these emails unknowingly. Enabling the ability for SSO and bypassing a confusing welcome email would be a far better customer experience. The customer portal is a great feature but getting the customer in is a very messy process.
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