Managing security settings in Admin Center

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  • Heather Rommel
    Community Moderator

    So, can someone tell me how this part works for the inactivity time-out period? We've recently changed the timeout period and I'm not sure which product you're looking for the inactivity. 

    If an account has Support, Talk and Chat, does the timeout period apply if you're on a phone call but haven't touched a ticket in Support in a while?

    Is there any way to set the timeout period differently for different products?

    Thanks for your insights!

  • Caroline Kello
    Zendesk Product Manager

    Hi Heather,

    The session expiration is not tied to one product. We look at interactions with the browser such as moving your mouse, that's enough to count as activity. A phone call through the browser in Talk would also count as activity.

    It's currently not possible to set a product specific session expiration. 

    Hope this helps! Caroline

  • Kami Olszewski

    For the purposes of configuring SSO, are Light Agents (Collaboration Add-on) considered Staff Member accounts? Or are staff accounts only licensed users?

  • Brett - Community Manager
    Zendesk Community Team

    Hey Kami,

    Light-agents would fall under Staff Members since they would have access to the agent interface.

    Let me know if you have additional questions for me.


  • Rob Mullins

    We have recently activated Zendesk Light Agents on our system, therefore as the previous comment states Light-agents fall under Staff Members, is there a reason why users we have set up as Light Agents have the Two-Factor Authentication disabled? 

    As these users we have access to potentially sensitive information, we do not feel we can use this role without being able to enable Two-Factor Authentication for them as we already do for existing Helpdesk Staff. 

    Any advice will be much appreciated. 

  • Gail L
    Zendesk Community Team

    Hi Rob,

    We're creating a ticket for you to look into this further, please keep an eye out for update via email.



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