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Multiple Welcome Email Templates for External Emails



Posted Nov 16, 2023

Hi, 

I have already enquired this request / issue with Zendesk Support Team and they said are considering to implement in the future. 

The issue / Request below. 

I have a primary email that is info@mybrand.com and is linked to Zendesk Account email (support@mybrandhelp.zendesk.com). 

I am also adding another few External Emails (different brands owned by the same company) and wanting to separate tickets system from each other. 

Currently, Zendesk has only 1 template email that automatically sends to customers when customers creates tickets. (the email is about notifying that requesters that tickets is created) 

I would like to have multiple templates to have different contents based on which brands / email is for. 

Hope this function is added in the future :) 

Best Regards, 


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3 comments

Hey Keigo ishizaka

This should be possible using dynamic content and trigger. This is how we have set up our emails:

  1. You can create a piece of dynamic content for each brand that holds the emails HTML template.
  2. Within those templates you can add another pieces of dynamic content to customize parts of the email template (header and footer for example). Dynamic content inception allows for a lot of customization.
  3. Within the email triggers, for each brand, you add the corresponding dynamic content. For example {{dc.email_ticket_created_template_brand_a}}

Hope that makes sense and helps!

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Shawna James

Community Product Feedback Specialist

Hey Keigo, thank you for taking the time to provide us with your feedback and Joey for your response here. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Adding a multiple template feature would be helpful and significantly reduce the complexity of accomplishing this. Alternatively, the complexity of this may be less than it seems. Is it possible to get a recipe for accomplishing this?

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