Feature Request: Brandable Welcome, Verification and Change Password Mails


  • Official comment
    Max McCal
    Zendesk Product Manager

    Thanks to everyone who's commented here. Sorry for the slow reply this thread evaded my notice until now. We are very interested in improving the experience for welcome emails, verification emails, and other system notifications like password reset emails. At the moment, we aren't working on that explicitly, but we appreciate the context from folks like you. We'll be sure to update this page when we embark on a project in this area.

  • Stephen

    +1 for this.

    In my organisation, we have two brands - one that is B2C and one that is B2B. The type of language used is extremely different between the brands.

  • Sukh Singh

    +1 for this solution.

    Zendesk really needs to allow to edit the subject in the welcome email.

  • Tracy Leighton

    Max- Are you the product manager? 
    This situation is untenable and we are getting no help from support. 
    We need the subject line of the "Create Password" email for new users to not be set to the default brand. It either limits us to four brands OR gives the wrong branding to our clients. 

    This can't be that difficult a fix to put in place so that it associates with the account name rather than a brand.  

  • Max McCal
    Zendesk Product Manager

    Hi, Tracy – 

    I've talked to a few people internally and we're hoping to make some improvements to these emails in the near future. I wish I could say more than that right now, but unfortunately it's not quite as easy as it sounds. We're definitely aware of this, and even before seeing your update, these messages have been in our conversations. I hope to have more good news soon, and we'll be sure to reach out to you if we're looking for more information, or when we're ready to do testing.


  • Tracy Leighton

    Thank you Max - how soon is soon? 

    This continues to be a daily issue for us. 

    We are now limited to four brands with our subscription since our parent company has to be the fifth just for the emails. 

    We have to rewrite several of our automations because our default brand has had to change as the parent company must be the default brand for the emails. 

    We have to check to ensure that the brand that is our parent company is not used anywhere with a daily review of a list view.

    This is something that because it has such a high level of effort for the work around is very important to us.   

  • Max McCal
    Zendesk Product Manager

    Hi, Tracy – I don't have a timeline to share at the moment, but we'll be sure to update this thread when we do.

  • Sandra Campbell

    +1 !!!!

    We really need to be able to change the welcome subject line. 

  • Sunburst Support

    FYI - there is another feature request chain about this same request with additional +1's.


  • Peter Hochstrasser

    Thanks, Sunburst Support!

    I am a bit puzzled by Zendesk's "reaction": Soon, in the near future, ... - and my request, piggy-backing and extending yours, is still largely unanswered with the exception that the product manager involved managed to notice it after only 4 (four) months, 10 months back from now. And still neither further questions nor a timeline or any form of commitment.

    On the contrary, the original request, from March 2021, 18 months ago, seems to be still unanswered.

    Zendesk: Why are you collecting feature requests at all, if you, deducting from your reactions, do not care for them?

    We invest a lot of time to give you free advice on how to improve your product - and time and again, you do not even care to acknowledge what we, your customers, offer you absolutely free of charge!

    This is really not what I would call top notch customer service. Sadly, it concurs with your moves to make it harder for your customers to reach out and open a problem report. That messaging thing attracts just your bot answerable questions, serious problems require serious descriptions which often do not fit the few characters you offer in your chat customer deflector.

  • Max McCal
    Zendesk Product Manager

    Hey, Peter – 

    I can appreciate your frustration. I wish we had responded sooner, and I wish we had more detail to follow up, but we haven't made meaningful progress in this area. That said, we are always making changes to the product, and almost without exception, they are sourced from customer feedback in this community and other more direct conversations with customers. We cannot address every piece of feedback given the number of suggestions, requests, and good ideas we see, but we do catalogue them and use them as part of our planning and prioritization process. I know all that is of little use to you in your situation, advocating for this particular change, but I can assure you it's something we're aware of and are tracking.


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