• Jessie Schutz

  • 2015年02月25日 21:46

  Zendesk team member

  Hi Becca!

  In the Agent Interface, it's possible to disable the welcome email for customers that are created by an admin or agent. You can find this option under Settings > Customers > User Welcome Email.

  Once that's done, it should apply regardless of whether you create the user through the UI or the API.

  Let me know if you continue to have trouble!

• KyleMorrow

  • 2015年02月25日 22:42

  When I look there under "User welcome email", I see the ability to customize the message, but not to suppress it altogether. For me, it's a text box. There's no toggle or setting to disable it. How would I disable it?

  Thanks for looking at this, Jessie!

• Jessie Schutz

  • 2015年02月26日 22:49

  Zendesk team member

  Hey there!

  The welcome email only gets sent out when you have an active Help Center. If you're not seeing the option to disable it, it's because your Help Center isn't active and visible to the public yet. If that's the case, you don't need to worry about the welcome email going out to your users when you create them in your Zendesk.

  Let me know if you need any more clarification!

• Alex Martelli

  • 2016年01月21日 01:06

  Hello.

  We are also having this problem.  The end user is receiving the welcome email, but there is no option to disable it in the location you describe.  So whether Help Center is active or not, this does not fit what you describe.

• Jessie Schutz

  • 2016年01月21日 16:50

  Zendesk team member

  Hi Alex!

  Let me see if I can clarify what I wrote a bit.

  Welcome emails are only sent out when your Help Center is active. We set it up this way because if you don't have an active Help Center, there's nothing for your customers to be welcomed to.

  Once your Help Center is active, an option will appear in the Account Emails section of your settings that allows you to prevent welcome emails from being sent when a new end-user is created by an agent or admin in your Zendesk. If your Help Center is not active, this option will not be visible. Your Help Center isn't active, so this option is not visible to you.

  So, getting back to your post, welcome emails should definitely not be going out to your customers. Can you post a screen shot of the email you're referring to? I have an inkling as to what's going on, but I need to see exactly what you're seeing to be sure.

• Alex Martelli

  • 2016年01月21日 18:02

   

   

   

   

  

   

  This is a screenshot of the email I am receiving as an end user.  We have this contact flow setup so that we send an email on behalf of the user when they submit a "Contact Us" form.  I am receiving this as the end user after I submit the contact form.

• Jessie Schutz

  • 2016年01月21日 19:26

  Zendesk team member

  Hey Alex! Thanks for the screenshot!

  I went in and double checked your account now that I have your subdomain, and I see that on this subdomain the Help Center actually is active. So the welcome email is functioning as expected.

  I also checked the settings in your Zendesk, and the option to disable the welcome email for users that are created by admins and agents is visible, and it's checked:

  

  This means that your end users will receive a welcome email regardless of how they are added to your Zendesk or which channel they use to submit a ticket.

  If you uncheck that box, an email will not be sent out if you manually create a user profile before that person has actually submitted a ticket. However, whether that box is checked or not, a welcome email will always go out to users when they submit a ticket.

  Does that clear things up for you?

• Alex Martelli

  • 2016年01月21日 19:30

  Yes that makes more sense now.   That checkbox should really be labeled differently if the end user receives the email regardless of how they are added.  It makes it seem as if the email only gets generated if an agent or administrator manually adds them.

• Jessie Schutz

  • 2016年01月21日 19:36

  Zendesk team member

  Thanks for the feedback! I'll pass it along. :)

• Thibault

  • 2017年01月25日 01:27

  Hi, if the checkbox "Also send blablabla ..." is unchecked and that we create the users via APIs. The users should not receive welcome emails, correct?

• Jessie Schutz

  • 2017年01月30日 19:17

  Zendesk team member

  Hi Thibault!

  You are correct. As long as that box is unchecked, users created via API will not receive a welcome email. This also applies to users created CSV import.

• Natasha Dow

  • 2017年06月07日 02:42

  Hi Jessie

  I need to suppress the welcome email for ALL users, regardless of how they are created.

  How can i do this?

  I have many brands and users email the email address specific to those brands.

  I do not have a help centre for this brand, though i could create one if i had to but it would not be configured and i would not want the world to know about it so it would remain unpublished.

  Thanks

  Natasha

• Jessie Schutz

  • 2017年06月09日 19:38

  Zendesk team member

  Hi Natasha!

  As long as you don't have an active help center, a welcome email will not be sent to your end-users. If there's no help center there's nothing to welcome them to, so no email is needed. :)

  Does that answer your question?

• Piotr Szlazak

  • 2017年06月13日 16:46

  Hi,
  I have created users via API. Welcome email was not sent, which was my intention.

  Now, when everything is ready, I would inform my end-users about their new accounts and ask them to set their passwords.

  How can I trigger welcome email for already created end-users? The best would be via API or any other automatic way, as I have 1000+ end-users.

  Regards,
  Piotr

• Piotr Szlazak

  • 2017年06月14日 11:38

  Hello,
  I figured it out.

  First - list of end-user IDs is needed:
  https://developer.zendesk.com/rest_api/docs/core/users#list-users

  Hint: /api/v2/users.json?role[]=end-user

  Having user ID, it's possible to check user identity ID:
  https://developer.zendesk.com/rest_api/docs/core/user_identities#list-identities

  Finally verification email can be sent:
  https://developer.zendesk.com/rest_api/docs/core/user_identities#request-user-verification

  Verification email is sent using {{dc.welcome_emails}} template.
  If user does not have password set, clicking verification URL, he will be asked to set password.

  Regards,
  Piotr

   

• Nicole S.

  • 2017年06月14日 16:36

  Zendesk Community Team

  Thanks for sharing your solution, Piotr. Glad you were able to get it figured out!

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