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Why is the password reset notification text not customizable like the other messages?

Not Planned


Posted Mar 11, 2020

Hi,

The wording used in the password reset notification email message sent when someone clicks on the "Forgot my password" link on the login screen is creating confusion for our customers.

My office has a web application portal that requires a login to access many web applications that a user is authorized to access.

We had customer resetting their account password for our business portal on a zendesk help center page. The customer thought the zendesk account password reset was for our business portal where they need to login and submit data on time to meet our office's deadlines.

Why can't the zendesk account owner update the password reset text just like the other customer text under Settings>Customer?

We are using a custom welcome message.

If anything the zendesk default "forgot my password" message should be specific for end users or customizable. Technically logging into a "portal" is for the purpose to get access to something secure that is not publicly accessible. Ticket threads are accessible through email for the end user with the same content.

 

Paul


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9 comments

Anyone from the Zendesk Employees who can answer this?

We have the same problem. It cannot be that customers of brand #2 and #3 receive the same text like those of our main brand #1

3


We run into the same problems our employees think those are phishing E-mails.

2


This is very frustrating as I have end users that see this as SPAM or simply ignore it because the emails are so generic. Worse I have had several users completely unable to understand it when opening the email and assume it is some kind of virus. 

1


another year later and this is still unanswered/resolved? 

 

Has anyone out there found a work around at all?

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This is causing confusion for our customer base as well, would be great to be able to modify the email copy for this

1


Also would like this feature so we can brand and personalise our emails so they are written in the same tone.

The current one looks very spammy.

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This is an issue for my company as well, and would be a nice (I would argue almost necessary) feature addition.

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3.5 years, no feedback or solution from zendesk. 

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image avatar

Kirsten Wilson

Zendesk Product Manager

Hello everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.


We wanted to let you know that at this time we are not able to commit to building this feature but have it noted as a potential to revisit in the future. We understand that branded and tailored experiences are important for our Zendesk users and we are looking into ways in which we can accomplish this through different channels however, this particular feature is not able to be prioritized at this time. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
 

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
 

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