Edit the Password Reset Email

15 コメント

  • Nick Haddad
    コメントアクション Permalink

    To add to this request:

     

    In a multi-branded instance, the branding is set to whatever the agent route is set to. This branding includes:

    • Email address
    • Links
    • Brand names

    In my instance, the agent route does not have a customer-facing help center and uses SSO to sign agents in. This means that customers cannot log into this portal and get incredibly confused.

     

    Firstly, it could almost be classified as a bug that the password reset email does not come from the brand that the customer requested it in. Why is this the case?

    This functionality is a must-have for multi-branded instances,

    2
  • Chris McGrath
    コメントアクション Permalink

    Just an addition, the Configuration page is really misleading.

    Under settings > Customers > Account Emails you state, "Account emails notify agents and end users about their profiles. Welcome emails, verification emails, and password reset emails are all account emails."

    Before immediately giving the ability to customise the Welcome email (but not the subject! Please fix https://support.zendesk.com/hc/en-us/community/posts/203426396-Change-the-welcome-email-subject)

    Anyone reading it would assume that the Welcome email is used for the password reset as well. After thinking, "Well that's stupid" you then go and customise your welcome email to handle this case and then find out later that it's not used.

    The email sent looks unprofessional, the subject is misleading - I'm not resetting the Product password, I'm resetting the Product's Help Desk Password!

    2
  • Reza Farpour
    コメントアクション Permalink

    I would like to request the ability to customize the reset password email subject line. All emails and all their elements should be customizable so that we can cater to the end users specific to our industry.

    Thanks!

    4
  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the feedback, Reza. 

    1
  • Charlotte Duce
    コメントアクション Permalink

    I agree with Reza, The reset password email currently gives inaccurate instructions and has caused some confusion with our agents. The ability to configure these emails to align with our set up would be hugely beneficial.

    0
  • Lubos Imriska
    コメントアクション Permalink

    +1 for the Password reset email customization. Even our users complained that it looks like spam. Moreover, it should contain information about the fact that the link expires in 24 hours which I find really important. That is one more reason to have the email customizable - we could put the information there by ourselves.

    4
  • Sally Sprunec
    コメントアクション Permalink

    +1: in addition to the above:

    when a new user has just sent us an email, a new user account is created. We use reset password in Securities here in order to send him/her a verification mail to set his/her password, but the message is confusing now.

    1
  • Cenk Tukel
    コメントアクション Permalink

    I also agree with the ability to customize reset password emails.

    0
  • Brendan Vandercar
    コメントアクション Permalink

    Any update on this feedback? We would really like to see this new feature as it is very misleading to our customers.

    0
  • Manuela Wittmann
    コメントアクション Permalink

    Please come back with a release date on this missing feature! 

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hi all -

    As stated in the Product Feedback guidelines, as a rule we do not share release dates in the forum. We will sometimes share a ballpark ETA once something is actively in development, but that's as close as it gets due to legal and competitive reasons.

    I've reached out to the appropriate product managers, and asked if someone can weigh in further on whether this is something we are considering or may consider in the future.

    0
  • Max McCal
    コメントアクション Permalink

    Hey, all - This is something we'd support in general, but it isn't something we've had any specific planning around. For now, we don't have any estimates.

    0
  • Chris McGrath
    コメントアクション Permalink

    Hi Nicole and Mark,

    As a general comment, ZenDesk has so many of these little annoyances and it seems like none of them ever get fixed. And I get it, everybody wants to work on the new sexy thing.

    But it's these little things that frustrate your clients more than anything else, because they are so fundamental to how people use the system. And when you have people reporting, "Your emails look like spam" (Which is a really common complaint for these emails) you really need to take notice

    And on top of it, they all seem so easy to fix, like you could probably knock this one over in a couple of hours. Maybe that's outside looking in, but it just adds to the frustration of none of these things ever getting fixed.

    3
  • Manuela Wittmann
    コメントアクション Permalink

    I assume this would not be a big issue for you to be solved -BUT would have a big positive impact on all users - so why not solve it now?  

    0
  • Matt Starns
    コメントアクション Permalink

    I assume it would just be a case of editing the field to be a HTML template rather than just plain text?

     

    0

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