Problem Definition

Customers who are migrating to Service Desk from another email support-like system would like their Customers who Email Service Desk for the first time to receive an Invitation or Welcome like message

Currently, when a Customer self signs-up by sending an Email to the Service Desk Email Channel, by default they only receive an Request Created notification. Anyone CCd on the Email or were Invited by an Agent in the Service Desk Project receive the Invitation email.

Suggested Solution

When any account is created in Service Desk, send an Invitation or Welcome message

Why this is important

In this use case, the Same Custom Email Address/Mailbox would used between the Old Support System and Service Desk; when that cutover occurs, a notification should be sent out to the Customer letting them know that Service Desk is being used now.

Workaround

Have the Agents invite the Customers into the Service Desk Project; this will send the Invitation to the Customer