Setting the password security level (Professional and Enterprise) Follow

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12 comments

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    Todd Pauley

    What are the timeouts when using Single Sign On with ADFS?

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    Anna Everson

    @Todd - When using SSO, sessions will expire after 8 hours.

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    Todd Pauley

    Perfect. Thanks Anna.

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    Chris Fawley

    After the 90 day expiration, can the end-user re-activate their own account or does an agent need to be involved? I want to increase security from low to high, but do not want to increase our ticket volume. Thanks.

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    Anna Everson

    @Chris - When a user's password expires, they will be notified when they next try to log in, then they will be forced to set a new one. No agent involvement needed!

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    Chris Fawley

    Perfect. Thanks!!

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    Bradley W

    Will Light Agent's also receive the same expiration notifications?

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    Jessie - Community Manager

    Hi Bradley!

    This notification will go out to any user who has an expired password.

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    David Williams

    Hello

    The wording in the 'your password is about to expire' email to agents appears to be out of date so how do we update this please?

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    Jessie - Community Manager

    Hi David! Welcome to the Community!

    I'm not sure I understand your question. Can you please be more specific about what you're referring to?

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    David Williams

    Hello Jessie

    Many thanks indeed for responding and sincere apologies that my previous wasn't clear. 

    One of our agents received an automatically generated email from Zendesk which informed them that their login password would expire that day. The exact wording was:

    "Hello xxxx,

    Your current password is set to expire today. Please sign in to our support site as soon as possible to change your password. Once you've signed in, click the drop-down menu next to your name in the upper right and select Change password.https://organisation-name.zendesk.com

    Thank you!"

    However these instructions need updating to read something like "Once you've signed in, click the avatar icon in the upper right corner and select 'view profile'. In your user profile, open the 'Security Settings' tab and click 'Change' in the 'Password' section and follow the on-screen instructions."

    Alas I'm unable to locate the functionality to update the email text myself and I'm hoping that you will be able to assist me please?

     

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    Jessie - Community Manager

    Hey David! Thank you so much for clarifying! I see what you mean now.

    The text for the password reset email isn't customizable...it's a system message. I'll be sure to pass this on to the right team to see if they can update that. Thanks for bringing it to our attention!

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