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.
To prevent a particular client from receiving the welcome email
- 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 whether 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.
39 comments
Reba Hoeschler
Hi James Hanley, this is a significant issue for our organization as well. Please advise on timing/next steps for resolution and assistance on a work-around in the meantime.
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James Hanley
Hey Reba Hoeschler, we're still investigating root cause.
Our engineering team are reviewing the code to see if we're sending Welcome Emails when we shouldn't, if we find a bug, we will make a code change and deploy a fix asap.
Additionally, I have a number of tickets open from this thread to track the occurrences, and see if there are any short term configuration changes we can make to avoid the emails being sent. If you would like me to open a ticket on your behalf, please let me know and I'll be in touch via email to get some information about what's happening in your account.
James
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dsteinberg
I'm very much in the same boat as @.... We have a small help center however all of our customers who write into support do so exclusively via email or the widget. There's no need whatsoever for them to create an account. Disabling these welcome emails from going out is necessary to avoid customer confusion. I don't believe SSO plays a role at all in our scenario/use case.
2
Aïcha Diarra
James Hanley can you please also raise a ticket on my behalf and get in touch on this topic? Thank you.
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Jon Miron
+1 to dsteinberg's feedback , "There's no need whatsoever for them to create an account. Disabling these welcome emails from going out is necessary to avoid customer confusion."
For the record, after a client reached out during initial testing (not full migration where MANY clients would have been impacted) I found a way to disable these emails. However, I believe all of us are really asking for a holistic product solution-- one central location for shutting off Zendesk Sign (for our clients) in its entirety.
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James Hanley
dsteinberg, Jon Miron quick question, if there was no option to sign into Guide would that be a solution for your scenario?
We have a detailed guide on how to provide email-only support. Additionally, there is a very detailed guide on configuring end user access and sign in, which outlines how a user might receive a welcome email after sending in an email ticket - and how to subsequently turn it off (within the Registration section).
Aïcha Diarra I will reach out via email.
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Kate B
James Hanley, we support organisations that sometimes have helpdesks of their own that can also auto-generate emails. When something kicks off a new ticket between us, there will be a ping-pong of emails creating tickets on each end that has generated 60 tickets on our end over the course of a day today.
All we need is an ability to blacklist certain emails from getting the prompt to sign up.
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James Hanley
Hey Kate B, I believe these auto-responses should be captured as suspended tickets. I'd recommend having a read through the article Understanding and managing suspended tickets and spam, there might be something in there which can help, including information on setting up an Allowlist or Blocklist.
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Nate Hales
James Hanley I was looking at the provided link above (how to subsequently turn it off (within the Registration section)) I am having a hard time finding this.
I would like to have an active helpcenter, and not have this activation email send. How do I do this?
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