Managing 2-factor authentication

Fastpath: Admin Center > Security > Advanced

2-factor authentication provides another layer of security to your Zendesk account by requiring agents and administrators to provide an expirable passcode when signing in. 

2-factor authentication can be used by agents or administrators who sign in to your Zendesk using Zendesk authentication. It's not available for agents or administrators who sign in using third-party authentication such as Google authentication services, JWT, or SAML. However, these users might still be able to use third-party 2-factor authentication such as Google 2-Step Verification if you're using Google authentication.

You can require 2-factor authentication for all agents and administrators, or each agent or administrator can set up 2-factor authentication for their own use.

You can use 2-factor-authentication on the Zendesk website or with the Zendesk iOS or Android apps. However, the Zendesk REST API doesn't currently support 2-factor authentication. See Using the API when 2-factor authentication is enabled in the Developers guide.

Requiring 2-factor authentication on the account

You can require 2-factor authentication for all agents and administrators. Once this setting is enabled, admins and agents will be required to set up two-factor authentication the next time they sign in. We recommend sending them a notification with a link to the Using 2-factor authentication article in the Agents guide.

By default, when you require 2-factor authentication, agents and administrators only have to enter a passcode once every 30 days. They will always be asked for a passcode when they sign in from a different device for the first time.

If agents and administrators want to enter a passcode every time they sign in, they can uncheck the Don't ask again on this computer for 30 days option on the dialog box that prompts for a passcode. They always have this option available in the dialog box, you can't configure it.

Note: Requiring 2-factor authentication disables password-based authentication to the Zendesk API.

To require 2-factor authentication

1. In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Security icon () in the left sidebar, then click Advanced.
3. Scroll to Authentication and select Require two-factor authentication.
4. Click Save.

Tracking who's using 2-factor authentication

You can generate a CSV spreadsheet listing all the admins and agents in your account and whether or not they're using 2-factor authentication.

1. In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Security icon () in the left sidebar, then click Advanced.
3. Scroll to Authentication and click Generate 2fa status report.
4. Check your Zendesk email. You should get an email shortly with a link to download the spreadsheet.

Getting a recovery code for somebody else

If an agent or admin exhausts or loses their recovery codes and can't sign in, the account owner can generate a recovery code for them.

1. Locate and open the user's profile page. In Zendesk Support, go to Admin > Manage > People, then select the admin or agent.
2. On the user's profile page, open the Security Settings tab and click the Show Recovery Code link.
3. Copy the code and send it to the agent or admin. You may also want to share a link with instructions for using a recovery code.