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.
To reset a user's password
- Click the Admin icon () in the sidebar and select People.
- Locate the user who forgot his or her password and click the Edit link to the right of the user.
- 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.