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Understanding and customizing session time-out settings



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Lisa Kelly

Zendesk Documentation Team

Edited Nov 22, 2024


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17 comments

How can I extend the session expiration for customers to 2 weeks? The control on /admin/security/advanced#authentication only gives option to change it for staff login.

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Russell Chee

Zendesk Customer Care

Hey Raza,

Thanks for reaching out to us with your question. At this current time, there is no native way to enable a 2 week extended session for your end-users. This will need to be a feature request and I would recommend reaching out to our forums here on it. Let us know if you need anything else :)

Russell

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Hi All

Just wondering does anyone know what the Zendesk session time is for end users? (eg: when they login to the Help Centre / customer portal) how long before their session expires?

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Audrey Ann Cipriano

Zendesk Customer Care

Hey Chad! End-users' session expires after 8 hours of inactivity :)

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Hi Zendesk,

My agents and I would like to stay connected all the time.
How can we deactivate the session time?

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Hi,

How can I access the current logged in session id in my help centre code?

 

 

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Christopher Kennedy

Zendesk Developer Advocacy

Hi Neha,

The current session ID isn't referenced anywhere by the Help Center theme.  But you can still access it in your theme by sending a client-side request to the Sessions API to return the currently authenticated session.

Best,

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Hi. Does this configuration apply to any of the login methods? I mean, if my agent is logged through SAML o JWT, this configuration applies to this login method as well?

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Christine

Zendesk Engineering

Hi Diego,

Zendesk users with Single Sign-On will be automatically logged out after 8 hours of inactivity, by default. As a workaround, you can flip over to custom auth settings, define a session length, save, and flip back to SSO and the custom session length will stick.

We tested this on our end by doing the following:
  • With Zendesk Auth enabled I firstly set the session expiration to 5mins.
  • Enabled SSO (SAML).
  • Signed out.
  • Signed in again but using SAML auth.
  • Closed browser.
  • Waited 5+ mins.
  • Tried to access Support and was prompted to sign in via SAML again.
 
This way the previous session had timed out as expected after 5mins. Hope this helps!

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If two instances (tabs) of Zendesk are open in one browser and one refreshes after 30 mins of inactivity, should the agent's call be disconnected as a result?

 

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Christine

Zendesk Engineering

Hi Lenora,

We'll continue to assist you with the support ticket you raised with us. Kindly check your email for updates. Thanks!

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Barkha Bhatia

Zendesk Product Manager

We now allow configurable session times for end users ( Guide Users ) just like we allowed it for Team Members (agents, staff ..). Please feel free to use this as per your requirements. 

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Is there a way we can get all active session?

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Sabra

Zendesk Customer Care

Hey Swapnil Deshmukh! The List Sessions API returns all the account's sessions if authenticated as an admin. 

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what about non-interactive sessionsm, which typically involve automated processes or scripts that execute predefined tasks without user input or real-time interaction.  is there any timeout setting on the Zendesk side?

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Ivan Miquiabas

Zendesk Customer Care

Hi Steve Berliner, 
 
Thanks for reaching out! Non-interactive sessions, fallls under the same roof as User activity. As per this article 
 
  • User activity is defined as when you click something explicitly in the Zendesk user interface, or when the application pulls information automatically in the background. Information pulls often happen to keep the Zendesk interface up to date, but pulls don't occur uniformly across all Zendesk pages. 
 
So Technically, session still works for automated process, or scripts that execute predefined task without user input or real-time interaction. 
 
 
Hope that helps! 

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Hi, How can I configure the settings so that when I log in, close the browser process, and access Zendesk again, the login cookie(zendesk_shared_session) is not maintained? Thanks.

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