Feature Request: Brandable Welcome, Verification and Change Password Mails
Posted Jul 20, 2021
Hi all
This feature request is as of now (11.01.2023) for both multi-brand and single brand accounts of Zendesk.
Current Situation
Today, there is one Welcome mail, one Verification mail and one Change Password template per account, not per brand.
All of these mails do not use the mail template defined in Admin Center, Channels, eMail, eMail Templates (don't know why this is plural, but that's what it says).
The Problem
Since these templates do not allow to sense the brand requested and adapt the contents accordingly, with branding and wording, these mails are a bit of an alien communication.
If your brands are very different (like using formal vs. informal language, B2B vs. B2C), or it's not really intended that your customers know that all of the brands using this Zendesk Support Account belong together, then this shortcoming weighs in pretty serious: Our customers repeatedly asked us if we're fake... not good at all.
The Proposed Solution
My intention is that a brand is in control of all its communications, and thus, I suggest that the following changes to the current welcome, verification and change password mail templates are implemented:
- allow customization of both subject and body of these mails
- integrate Liquid Markup in addition to html and Markdown, i.e. have them use the standard mail template of the Zendesk account.
With these changes, it will be possible to have mails which include brand names, logos, and brand specific language.
Now, if there are any other account- but not brand-specific mails that Zendesk sends out, please include those, too - we want a single. complete solution for both bodies and subjects.
In addition, a guide detailing how to implement branded mail templates for both single- and multi-brand accounts, maybe even covering a few related topics like language specific text and various logos including mottos, captions etc. would be most appreciated.
If you find this feature request interesting, consider also supporting the like-minded request at
https://support.zendesk.com/hc/en-us/community/posts/4408860741658-Feature-Request-Change-the-Welcome-Email-Subject-Line.
BTW: It is almost a year since I created this request now, and yes, it became better with the input of others.
What is sorely lacking now is ACTION by Zendesk. Thanks for listening and implementing, Zendesk.
Amended on 2023-01-11, nine days short of the 18 month celebration of this feature request.
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29 comments
Official
Max McCal
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.
0
Stephen
Hi,
As others who have mentioned this in this thread and the other thread on a related topic (https://support.zendesk.com/hc/en-us/community/posts/4408860741658), I want to add my vote for this.
It's really strange how poor the entire Brand system interacts with the welcome / verification mails that get sent out. The entire function feels like an archaic piece of Zendesk, that is in real need of an update.
We are encountering this exact issue as we attempt to roll out additional brands within our Zendesk instance, which are entirely different from our primary brand.
0
Jesper
+1 for this request. Should be high priority.
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Jiri Vrla
1263082095609 - I understand this is not on 2024 roadmap.
Look at this from a security perspective. The end user is resetting the password and receiving a new one from a non-branded “unknown” service.
From my perspective, this must be a high priority on the list. I am starting to regred that we choose Zendesk.
0
Félix La Rocque-Carrier
+1
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Caroline Kello
Hi folks, while this work hasn't made it on to our 2024 roadmap we're still actively listening and open to hearing your feedback. Appreciate everyone who's chiming in and adding their vote.
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Tracy Leighton
Absolutely agree. Our workaround is cludgy and means we don't really get to use the last of the brand spots since it has to be reserved for this email.
Max McCal - is there any improvements planned for the multibrand feature?
1
Jade Reningot
+1 it is really disturbing for our customers , and not very clean for a multibrand organisation
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Tim M
Has there been any updates for this since February? How can we get the ball rolling for this?
1
Sandra Campbell
We need this too, doesn't make sense to our customers when they receive emails with incorrect branding ... hope it gets fixed soon.
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Lucy Linnell
Max McCal i understand you are not looking at this right now, which likely indicates your team doesn't think this is a big issue, so it's in your backlog for years.
If that's the case, then it either means there's no demand for it or there's a workaround available.
Can you provide a workaround for this or suggestions on how to tweak our emails so customers who join by Messaging on one brand do not receive emails from a completely different brand?
Also, can you confirm how many upvotes it would take for this be looked into?
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