Agents are directed to SSO when trying to sign in from the Help Center even though Zendesk Native credientials are configured for agent sign in.
- SSO required for end-users
- Zendesk Native credientials for agents
When SSO is enabled for end-users, Zendesk will direct all traffic from the Help Center to the SSO.
To resolve this, agents should be trained to sign in via subdomain.zendesk.com/agent. The subdomain.zendesk.com/agent portal will default to the sign in page for the authentication method selected for agents under the account's security settings.
More information on this workflow can be found in our Split authentication methods for customers and agents article.