There are some instances in Zendesk a welcome email is sent out to new end-users when they are added by an agent. This can cause them confusion and often contact you to find out why this has happened.
Reasons why this happens:
- 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 Zendesk and the email address is not linked to an existing profile, the customer will receive a welcome email as well.
Solution:
You can easily disable this setting from within the Zendesk Support Admin settings.
- Navigate to Admin Centre > People > Configuration > End-users > Account emails > Uncheck - Also send a welcome email when a new user is created by an agent or administrator > Save.
