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Feature Request: Change the Welcome Email Subject Line

Not Planned


Posted Mar 04, 2021

I think it would be a great feature to be able to change the subject line (and content/format) of any email that Zendesk sends. Specifically, I'm referring to the welcome email that is sent when a user submits a support request that doesn't have an email in our system yet. It asks them to verify the ticket and then create an account. 

Right now, our subject is: Sunburst Support welcome email

I think "welcome email" for this is a poor description, plus it's not even capitalized properly. I think a better subject would be something like:

Sunburst Support - Please Confirm Your Support Request

Whatever the case may be, I think it's important that the company has control over all the communications a customer sees, otherwise they are not in control of the full customer experience.

Thanks!

Steve


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17 comments

Official

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James Hanley

Zendesk Product Manager

Hey folks, James here from the Zendesk Product Team

I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.

I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes, I've also added it to our backlog tool to ensure it continue to be evaluated with respect to other feature requests. I've identified this other post as very similar in nature and have linked to two in our backlog.

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community eventsWhat’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.

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Agree and have the same need, too.

1


Same need. In addition, the brand used in the title is even incorrect!

3


Same here, plus I'd like to be able to specify the brand name, not the account name. 

Thus, I created my own, more encompassing version of this feature request:

Feature Request: Brandable Welcome, Verification and Change Password Mails

Please support it, too.

Yours truly,  Peter

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We need this, too. 

Our customers often don't pay attention to this email and don't realize they need to verify their email address for us to receive their ticket. We would like to do something similar to "Please Confirm Your Support Request". It's important to get the customer's attention here.

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Japanese text is particularly unnatural.
Users should be able to change it.
We strongly request improvement.

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I was asked by support to put my comments here. 

We recently moved to Professional and were told that it supported multi-brand for up to five brands under one umbrella. 

What we have found is that the DEFAULT BRAND is what is used for the Create Password email rather than the account branding. 

SO NO MATTER WHAT HELP CENTER THE CLIENT CHOOSES THEY RECEIVE AN EMAIL RELATED TO THE DEFAULT BRAND. 

This doesn't work as we have clients with very different expectations per brand. 

I'm being told this can't be changed. How can this be true? 

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Same need here.  Also seconding that the default brand being used all the time is incorrect.

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+1

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+1

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Amy Gracer

Community Moderator

+1

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For the recent supporters of this Feature Request, pls. also review this related Feature Request:

Feature Request: Brandable Welcome, Verification and Change Password Mails

Thx, Peter

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+1 

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Hi James Hanley

Thanks for taking the time to post a general "We won't do anything" message.

I'm interested in getting to know if you use AI to generate the various "other post" links that you put into your boilerplate answers. The other post you cite here has absolutely no intersection with what we try to get you to understand here.

This is worse than just posting "We are not interested in our customers" because you seem to ridicule us.

Yours truly, Peter.

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James Hanley

Zendesk Product Manager

Hey Peter,

Apologies, the link in my original post was incorrect, it was meant to be this; https://support.zendesk.com/hc/en-us/community/posts/4409222539290-Welcome-Emails

I am unsure why it didn't link correctly, but I can assure you no AI involved, purely human error on my part. Updated now, thanks for bringing it to my attention.

Just to add some more color to what I posted, I have captured every comment from this thread, the above linked thread, and your other post Brandable Welcome, Verification and Change Password Mails under a single "Customize the Welcome Email" feature enhancement, and attributed every customer who has +1'd the requests. Being able to connect multiple threads to a single improvement increases our understanding of the impact, and the detailed use cases provided really help to understand the need.

You may have noticed some similarities in my other posts, that is because we're making an effort to provide more timely responses to the community on feature requests and increase transparency, even if that transparency is that we're not working on something. This includes responding to our long standing requests like this one. 

I apologise if the error in my link and post content came off as disingenuous, it certainly wasn't intended that way.

Thanks,
James

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James Hanley  I'm sorry to read above that this has been marked as “not planned”.  I cannot express the amount of confusion my users are having with this “Welcome email”. 

I know this welcome email 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, meanwhile, 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 password or access their profile to anything other than the product we provide to them. But now they are being requested to setup another password that takes them nowhere. 
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 for me, my team, and my customers.

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Hey James Hanley ,

 

Do you have a workaround for this ?
- I have 5 Brands (A,B,C,D,..)

- 2 Help Centers (Brand A and Brand B)

- When a user register in Helpcenter Brand B, he receives a Welcome Email coming from Brand A.

I understand that this is not a priority for you, but for us it is important to our customers when they sign up to receive service from a garage that they are not greeted by an email from a grocery store.

 

 

 

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