Welcoming new users


  • Jessie Schutz
    Zendesk team member

    Hey Lester! Sorry for the delayed response.

    The first thing that springs to mind is to use tags to identify existing users. User tags roll down to tickets from that user, so you could theoretically set up a trigger to fire in the absence of that tag. I'm not sure how scalable it would be, though, in terms of getting the tags added to the user profiles...

  • Oxana Noa Umansky

    Hi Lester,

    What channels do your users use to open tickets (Help Center, email, other)? Did you activate your help center? 

    As there is no a build-in feature to send email notifications for new users, we've created a workaround for Help Center (our community) users, but this is different from users who submit tickets.  



  • Lester

    Thanks for your replies and suggestions.

    The approach I'm going to take is to look into tags. We are in the process of updating our help center theme so, the first time (or the next time) a customer contacts us by raising a support ticket, if they don't have a 'welcome' tag on their account, we'll send them an email about whats new with our help center. The trigger will add the tag after sending the email so we'll get our message out to all the right people and they'll only see the message once.


    Cheers for tips. 

  • Nicole S.
    Zendesk Community Team

    Let us know how it works out for you, Lester!


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