The welcome email wasn't sent to new agents

Issue symptoms

When I create new agents in Zendesk, they don't receive a welcome email.

Resolution steps

To avoid ensure you send the welcome email for every new agent:

Go to Admin Center > People > Configuration > End users

Tick the option Also send a welcome email when a new user is created by an agent or administrator > Save your changes

Resend the verification email to individual agents you created before and who did not receive that welcome email

This option applies to both agents and end users.

If you don't want to send a welcome email to all new agents and end users:

Leave this option turned off

Then, resend the verification email to individual agents after you create them

For more information, see these articles:

Customize the welcome email and the account verification email

Add agents and admins