Using 2-factor authentication

If you sign in to Zendesk Support using standard Zendesk Support authentication, you can turn on 2-factor authentication. 2-factor authentication makes it difficult for somebody else to sign in as you. After you enter your password as usual, you'll be asked to enter a 6-digit passcode sent or generated just for you.

You can choose how to get the passcodes. They can be sent to you in text messages or they can be generated by a two-factor authentication app installed on your mobile device. The mobile app doesn't need an Internet connection to generate a passcode.

If you want to generate passcodes with an app, install one on your mobile device before activating 2-factor authentication in Zendesk Support. Options include Authy and Google Authenticator.

An admin can require 2-factor authentication for all agents and administrators. If it isn't a requirement, you can still set up 2-factor authentication for your own use.

Topics covered in this article:

• Enabling 2-factor authentication for your own use
• Changing how often you enter a passcode
• Disabling 2-factor authentication
• Using and getting more recovery codes

Enabling 2-factor authentication

If 2-factor authentication is required for the account, you'll need to set up two-factor authentication the next time you sign in. Skip to step 4 below. Even if it's not required, you can still set up 2-factor authentication for your own use.

1. In the Zendesk Support agent interface, click your user icon in the upper right and select View Profile Page.
2. Open the Security Settings tab.
3. In the Enable Two-factor Authentication section, click Enable.

   

   A dialog box appears with a choice of how to get the passcodes.

   

4. If you want the generate passcodes with a mobile app, choose Use Mobile App and do the following:
   1. Start the app on your device, select the option to add an entry, and point your device's camera at the QR code (the blocky square).

      

      Your app might refer to this action as Scan Barcode.

      The app should automatically scan the QR code and generate a passcode. If you have trouble scanning the QR code, you can manually enter the secret key that's provided.

   2. Click Next, enter the 6-digit passcode generated by the app, and click Verify.
   Note: Scanning the barcode is a one-time-only step. From now on, you can get a new passcode by simply opening the app.
5. If you want to receive passcodes in text messages, select choose Use SMS and do the following:
   1. Enter a phone number that can receive text messages and click Next.

      A text message will be sent to the number shortly.

      Note: The phone number must be in E.164 format.
   2. Enter the 6-digit code sent to you and click Verify.
6. Download your recovery codes from the notification email you receive after enabling 2-factor authentication. If you lose your phone or can't access your device for any reason, recovery codes are the only way to access your account again. See Using your recovery codes below.

Changing how often you enter a passcode

By default, you only have to enter a passcode once every 30 days. You'll always be asked for a passcode when you sign in from a different device for the first time.

To enter a passcode every time you sign in, uncheck the Don't ask again on this computer for 30 days option on the dialog box that prompts you for a passcode:

Disabling 2-factor authentication

If 2-factor authentication is not a requirement but you enabled it anyway, you can disable it as follows:

1. In the Zendesk Support agent interface, click your user icon in the upper right and select View Profile Page.
2. Select the Security Settings tab, then click Edit in the Two-factor Authentication section.
3. Click the link on the lower side of the screen to turn off 2-factor authentication.

Using and getting more recovery codes

If you lose your phone or can't access your device for any reason, you can use one of your recovery codes to access your account again. You can only use each code once.

• When prompted for a passcode at sign-in, enter one of your recovery codes.

If you use up all your codes, you can ask an admin in your Zendesk Support account to get a recovery code for you. Refer the admin to Getting a recovery code for somebody else.

Once you're signed in, you can get another set of recovery codes from your user profile page as follows:

1. In the Zendesk Support agent interface, click your profile icon in the upper-right and select View profile page.
2. Open the Security Settings tab and click Download Recovery Codes.