Preventing Welcome Emails for New Zendesk Profiles

After integrating your Zendesk account with RetentionX, your support team can access rich customer insights directly within Zendesk—enabling faster, more personalized, and more effective support.

RetentionX enhances Zendesk contact profiles by adding additional customer fields. By default, these enrichments are applied only to existing Zendesk profiles. However, you can configure RetentionX to automatically create new profiles for customers who do not yet exist in Zendesk.

This ensures that your service reps have access to valuable customer insights even when a customer reaches out for the very first time.

Updating Customer Names

When enabling this setting, please note that RetentionX will update the customer names in Zendesk using the data stored in RetentionX. This keeps your customer information consistent and up-to-date.

Preventing Unintended Welcome Emails

To avoid confusing customers with unexpected welcome emails upon automatic profile creation, we recommend disabling the welcome email setting in Zendesk. This will help prevent unnecessary customer inquiries regarding these emails. To turn off the welcome email for new users added by RetentionX, follow these steps:

1. Navigate to Admin Center → People → Configuration → End-users.

2. Under Account emails, uncheck the option "Also send a welcome email when a new user is created by an agent or administrator".

3. Click Save.

And that's it! Once you've unchecked the box, newly added users will not receive a notification email from Zendesk.