Overview

You would like for your users to be able to submit tickets without creating an account and have taken steps like hiding the registration link, but the Welcome email that Kayako automatically generates still goes out when a user creates a new conversation.

Solution

The welcome email that Kayako automatically generates and sends out cannot be disabled. However, as an alternative, you can customize the text to replace the message about signing up and setting a password.

1. Sign in to Kayako and navigate to the admin area.
2. From the left sidebar, click on the email templates
3. In the notification template, replace the existing code with the following:
   

   {% autoescape false %}
   
       {% if 'invited to join your brand name on Kayako' in contents %}
           Your_Custom_Text_Goes_here!
       {% else %}
           {{ Contents }}
       {% endif %}
   
    {{ footer }}
   
   {% endautoescape %}

4. To send a custom message of your choice, you can replace the string "Your_Custom_Text_Goes_here" in this code. 
5. To complete the changes, press the save button. 
   Note: You'll also need to make a similar change for other brand's email templates as well if you have multiple brands in your instance. Also, note that the subject of the mail cannot be edited. You can also refer to the following articles for more information on editing email templates in Kayako.
   
   • Customizing the Email Templates
   • Removing or Changing the Email Footer Message in Kayako