Hi all,
I would like to request greater control over the Welcome Email that is automatically sent when the Help Center is enabled.
Current situation
When:
- The Help Center is active, and
- “Anybody can submit requests” is enabled
Zendesk automatically sends a welcome email to new end users who submit a request.
This email:
- Cannot be fully disabled
- Has a fixed subject line
- Contains system-controlled text that cannot be edited
- Is always triggered when the Help Center is active
The problem
In our case, we use the Help Center strictly as a public knowledge base.
We do not want:
- Customers to create Help Center accounts
- Customers to track tickets via the portal
- Customers to receive any account-related emails
We only want customers to:
- Read articles
- Contact Live Chat if needed
The welcome email creates confusion because:
- It asks users to create a password
- It references signing in
- It includes text such as:
“If you didn't sign up to [Brand] using this email address you can safely ignore this email.”
For regulated industries (e.g., online gambling in the Netherlands), this is especially problematic:
- We cannot send automated emails in English
- Customers may believe this refers to their actual gaming account
- It creates unnecessary concern and support contact
What we need
Ideally, Zendesk should allow:
- The ability to completely disable the welcome email even when the Help Center is active
- Full customization of:
- Subject line
- All body text
- System default strings
- A configuration where:
- Help Center is public
- Web Widget (Classic) works
- No account creation flow is triggered
This would allow companies that only want a self-service knowledge base to use Guide without forcing account-related communication.
Are others experiencing the same limitation?
I would really appreciate if this could be considered for the roadmap, as it currently blocks us from using the Help Center in production.
Thanks in advance.