19 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Becca!

    In the Agent Interface, it's possible to disable the welcome email for customers that are created by an admin or agent. You can find this option under Settings > Customers > User Welcome Email.

    Once that's done, it should apply regardless of whether you create the user through the UI or the API.

    Let me know if you continue to have trouble!

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  • KyleMorrow

    When I look there under "User welcome email", I see the ability to customize the message, but not to suppress it altogether. For me, it's a text box. There's no toggle or setting to disable it. How would I disable it?

    Thanks for looking at this, Jessie!

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  • Jessie Schutz
    Zendesk team member

    Hey there!

    The welcome email only gets sent out when you have an active Help Center. If you're not seeing the option to disable it, it's because your Help Center isn't active and visible to the public yet. If that's the case, you don't need to worry about the welcome email going out to your users when you create them in your Zendesk.

    Let me know if you need any more clarification!

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  • Alex Martelli

    Hello.

    We are also having this problem.  The end user is receiving the welcome email, but there is no option to disable it in the location you describe.  So whether Help Center is active or not, this does not fit what you describe.

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  • Jessie Schutz
    Zendesk team member

    Hi Alex!

    Let me see if I can clarify what I wrote a bit.

    Welcome emails are only sent out when your Help Center is active. We set it up this way because if you don't have an active Help Center, there's nothing for your customers to be welcomed to.

    Once your Help Center is active, an option will appear in the Account Emails section of your settings that allows you to prevent welcome emails from being sent when a new end-user is created by an agent or admin in your Zendesk. If your Help Center is not active, this option will not be visible. Your Help Center isn't active, so this option is not visible to you.

    So, getting back to your post, welcome emails should definitely not be going out to your customers. Can you post a screen shot of the email you're referring to? I have an inkling as to what's going on, but I need to see exactly what you're seeing to be sure.

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  • Alex Martelli

     

     

     

     

     

    This is a screenshot of the email I am receiving as an end user.  We have this contact flow setup so that we send an email on behalf of the user when they submit a "Contact Us" form.  I am receiving this as the end user after I submit the contact form.

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  • Jessie Schutz
    Zendesk team member

    Hey Alex! Thanks for the screenshot!

    I went in and double checked your account now that I have your subdomain, and I see that on this subdomain the Help Center actually is active. So the welcome email is functioning as expected.

    I also checked the settings in your Zendesk, and the option to disable the welcome email for users that are created by admins and agents is visible, and it's checked:

    This means that your end users will receive a welcome email regardless of how they are added to your Zendesk or which channel they use to submit a ticket.

    If you uncheck that box, an email will not be sent out if you manually create a user profile before that person has actually submitted a ticket. However, whether that box is checked or not, a welcome email will always go out to users when they submit a ticket.

    Does that clear things up for you?

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  • Alex Martelli

    Yes that makes more sense now.   That checkbox should really be labeled differently if the end user receives the email regardless of how they are added.  It makes it seem as if the email only gets generated if an agent or administrator manually adds them.

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  • Jessie Schutz
    Zendesk team member

    Thanks for the feedback! I'll pass it along. :)

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  • Thibault

    Hi, if the checkbox "Also send blablabla ..." is unchecked and that we create the users via APIs. The users should not receive welcome emails, correct?

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  • Jessie Schutz
    Zendesk team member

    Hi Thibault!

    You are correct. As long as that box is unchecked, users created via API will not receive a welcome email. This also applies to users created CSV import.

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  • Natasha Dow

    Hi Jessie

    I need to suppress the welcome email for ALL users, regardless of how they are created.

    How can i do this?

    I have many brands and users email the email address specific to those brands.

    I do not have a help centre for this brand, though i could create one if i had to but it would not be configured and i would not want the world to know about it so it would remain unpublished.

    Thanks

    Natasha

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  • Jessie Schutz
    Zendesk team member

    Hi Natasha!

    As long as you don't have an active help center, a welcome email will not be sent to your end-users. If there's no help center there's nothing to welcome them to, so no email is needed. :)

    Does that answer your question?

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  • Piotr Szlazak

    Hi,
    I have created users via API. Welcome email was not sent, which was my intention.

    Now, when everything is ready, I would inform my end-users about their new accounts and ask them to set their passwords.

    How can I trigger welcome email for already created end-users? The best would be via API or any other automatic way, as I have 1000+ end-users.

    Regards,
    Piotr

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  • Piotr Szlazak

    Hello,
    I figured it out.

    First - list of end-user IDs is needed:
    https://developer.zendesk.com/rest_api/docs/core/users#list-users

    Hint: /api/v2/users.json?role[]=end-user

    Having user ID, it's possible to check user identity ID:
    https://developer.zendesk.com/rest_api/docs/core/user_identities#list-identities

    Finally verification email can be sent:
    https://developer.zendesk.com/rest_api/docs/core/user_identities#request-user-verification

    Verification email is sent using {{dc.welcome_emails}} template.
    If user does not have password set, clicking verification URL, he will be asked to set password.

    Regards,
    Piotr

     

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing your solution, Piotr. Glad you were able to get it figured out!

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  • Beth Bailey

    If there is no way to 100% suppress this email from going out it is going to cause a significant issue for us. We are using Guide as our FAQ page so it needs to be active, but we are only using that for the FAQ page and we do not want customers to be logging in or managing their tickets from that area. We only want customers updating and managing their tickets through their personal email accounts.  Is there nothing I can do about this?

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  • Jessie Schutz
    Zendesk team member

    Hi Beth!

    I can definitely see why this would be problematic! For your particular use case your options are going to be limited, but there are some things you can do to try and keep folks from clicking the link in the welcome email.

    When you go to Gear Icon > Settings > Customers > Account Emails, you'll see that you can edit the text of the Welcome email. You can't remove the link that's appended to the email, but you can change the text. This means that you can add your own welcome message, links to any other important information you'd like your users to have, etc. Underneath that, you could add some white space and a disclaimer that will appear above the link that says something like "For internal use only" or something like that. It'll bury the link far enough that hopefully nobody will really pay attention to it.

    I know that this isn't a particularly elegant solution, but I do think that it will serve it's purpose for most of your new users. I'm sorry I couldn't provide you with something better. 

    Let us know if you need anything else!

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  • Jeremy Holmes

    We have a similar issue. We have a subset of end users that are through a partner and soliciting the customer to bypass the partner through options such as signing up with us directly is forbidden. We had to turn off Help Center completely due to this email. We have toyed with creating a separate brand but that will require we reconfigure a good bit just to work around this issue when turning off the automatic email would be the simpler solution.

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