Security is not only about passwords, encryption, and anti-virus, it is also a state of mind. When you feel secure, you are more focused and you can get more work done. Recently, we launched a couple of features that will make your day-to-day job less stressful and keep you more focused on managing your core business.
Manage your agents' and end users' access
From outside your agent interface all looks the same, but with our new feature, Split Authentication, agents and end users can now have different ways to authenticate themselves as well as set different levels of password settings. The UI has also been changed and now the user experience is better.
This support tip will help you secure Zendesk Support, by allowing you to create a more strict authentication policy for agents while still providing easy access to your customers and end users.
The thing that is so nice about this feature is that you will be able to set different password policies for agents and for end users.
Staff members (admins and agents)
You can also set different authentication methods for agents and for end users. The different methods are Google auth, Zendesk username and password, Facebook login, Twitter login, and Single Sign On. Your agents will be forced to log in with only one authentication method that you choose - username and password, Google auth, or SSO (SAML or JWT).
Other than the two tabs for the agents and end users, there is a third tab, Global, that deals with IP restrictions, SSL settings, etc.
Important: If you use a third-party SSO method to create and authenticate users in Zendesk, then switch to Zendesk authentication, these users will not have a password available for login. To gain access, ask these users to reset their passwords from the Zendesk sign in page.
Know who does what and control it (Enterprise feature)
Too many cooks in the kitchen can make really good food but they can also make a big mess. Be sure to have the right number of Zendesk Support admins and not too many of them. You need a certain number of people who can manage your settings and the rest can work on tickets and keep your customers happy.
When creating new roles you have the ability to control the permissions in your account. For example, you can define an agent's access to tickets, the types of comments they can make, and their editing permissions. You can also control the Tools section which includes access and editing permissions for views, reports, and macros. One option can be selected for each. There are some accounts that are even set the level of freedom for their agents by setting permissions for viewing and editing end-user profiles.
I think that you get what I am trying to say here, but note that there are a few more permissions you can set - Forums, Channels, and System attributes are also available for a change. Read more about custom agent roles (Enterprise feature).
As a short summary of this article it is very important for you to understand that our default settings of security are very good, if you feel the need to enforce more strict security and to be notified of a certain things that are happening in Zendesk Support, you can always enable these features.
Our goal is to make you feel safe so you can focus on the things you do the best.