There are some instances in Zendesk where a customer might receive a welcome email when they don't expect to receive one. This can cause them confusion and often contacting you to find out why this has happened.
- Sometimes agents or admins need to add a new user to Zendesk behind the scenes manually or by a bulk upload
- If an agent initiates a new proactive outbound ticket from the Zendesk and the email address is not linked to an existing profile, the customer will receive a welcome email as well.
Switch off this setting from within the Zendesk Support Admin settings.
- Navigate to Admin > Customers > Settings > Account emails > Uncheck - Also send a welcome email when a new user is created by an agent or administrator > Click Save.