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Administrators can reset a user's password by sending a reset email to the user's registered email address. The email contains a link that lets the user reset his or her password. Only administrators can send the reset email.

Note: If single sign-on (SSO) is enabled, admins can't send password-reset links to users.

To reset a team member's password

  1. In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
  2. Locate the user who forgot their password and click Edit.
  3. On the user's profile page, open the Security Settings tab and click Reset in the Password section.
    Note: The password reset email is sent from the agent brand if that brand has an active help center; otherwise, the email is sent from the account's oldest brand with an active help center.
To reset an end user's password
  1. In Support, click Customers () in the sidebar.
  2. Locate the user who forgot his or her password and click the Edit.
  3. On the user's profile page, open the Security Settings tab and click Reset in the Password section.

You can also manually set a user's password if the option has been enabled by the account owner. See Allowing administrators to set passwords. Instead of selecting Reset in the steps above, select Set and specify a new password for the user.

Zendesk recommends using the email reset workflow instead of setting passwords manually. A common hacker technique is to repeatedly call or email a support center posing as a frustrated customer who forgot his or her password and who is unable to recover it, and persisting until a support agent has no choice but to change the password manually for the irate customer. If in doubt, use the reset option and send a password-reset email.

Password reset requests from end users via email

In certain situations, Support may not be able to send the password reset email to an end user's primary email address. Instead, it will send a reset email to the end user’s secondary email address which directs them to contact your company directly so they can verify their identity and reset their Support password.

The email looks like this:



You need to verify your email address to reset your password. Contact [company name] at [email address] to fix this.

If this wasn't you, contact [company name] at [email address].

This may occur when the following criteria are met:

  • Single sign-on (SSO) is disabled.

    If SSO is eanabled, you can't send password-reset links to end users.

  • The end user’s primary email address is undeliverable.
  • The end user has a secondary email address.
  • The end user submitted a request via email to reset their primary email address.

After the end user receives the reset email, you and the end user need to complete these steps:

  1. The end user verifies their secondary email address, or changes their primary email address.
  2. An agent manually resets the end user’s password or updates their email address on file.

    Resetting passwords for end users is different from setting passwords for end users. Even if Enable admins to set passwords is disabled, admins can still send end users password reset emails.

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