Managing security settings in Admin Center

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18 Comments

  • 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!

    1
  • 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

    2
  • 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?

    2
  • Brett Bowser
    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.

    Cheers!

    3
  • 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. 

    1
  • 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.

    Thanks!

    0
  • Andreas Schuster
    Community Moderator

    Does this mean I have to log in 5 times a week now?

    2
  • Manuel Zwiker

    Regarding the note mentioned by Andreas Schuster, what will be the future session timeout?
    Can admins still change it in the admin-center?

    We didn't get any information about this change.

    0
  • Emily Graham

    Is there a reason behind what options are available in the session expiration dropdown?  It's fairly granular up to 8 hours then jumps straight to 2 weeks.  It would be great if there were more options between 8 hours and 2 weeks (12, 24, 48 hours, for example).

    0
  • Caroline Kello
    Zendesk Product Manager

    The session timeout for inactive agents will be whatever the admin configures it to be in Admin Center, that functionality remains unchanged. The option we're removing is for agents to override that session expiration by selecting the Stay Signed In checkbox upon login.

    This change is being communicated here in this article, and on the login form when the Stay Signed In checkbox is selected. 

    0
  • Bryan Joshua Pedini

    Why did my post got deleted?

    Now I don't remember the question I asked... there's a difference between a "moderator" and a "deleter" in Forum roles... are post deletions ultimate and non-recoverable? I asked something about the non-agents and stuff but can't recall correctly what!

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Bryan Joshua Pedini,

    I found your question in an email notification. I'm pasting it here for you, minus the first part of your comment, which was addressing another user. Here's your question:

    "Anyway, will this enforcement mean that I have to login multiple times a day, and most importantly, check if I'm still logged in after writing an essay reply to a support ticket to the Plesk team, since the last time I tried doing such, I wasted more than one hour of writing skills and perfectioning every aspect of the ticket to make them understand what was going wrong but without seeming too angry or in a bad mood, to finally discover that ZenDesk had kicked me out and I had to redo the entire thing because the damn system was not even capable of Javascript-recognizing my typing and the fact I was still active and doing things right in the stupid platform I was kicked from? Is that what will be forced to happen?"

    1
  • Caroline Kello
    Zendesk Product Manager

    Hey Bryan, 

    The session expiration for inactive agents will be whatever your admin configures it to be in Admin Center. If you're active in the product and writing replies to a support ticket, you shouldn't be logged out. 

    1
  • Bryan Joshua Pedini

    Dear Caroline,

    I agree with you, it shouldn't, however it happened and it wasn't pleasant. Plesk support replied a minute afterwards (something never happens on a "non-enterprise" support ticket) with something around the "we know ZenDesk is having issues right now, please be patient with it" lines.

    Removing the "stay logged in" function for everyone (instead of only agents) would mean that something like that, all tho the likelyhood is very low, but could happen again, and waste more time from poor people that are trying to receive support, and present their answers in the best possible manner; since nobody in the Plesk support team is either any of my colleagues nor related to me, hence I surely cannot two-lines reply without thanking for the previous answer and wishing a great day afterwards and not explaining the problem in details, you get the point, it takes time, which could let to disconnections...

    PS: thank you so much Jennifer!

    Thanks in advance,
    Bryan.

    1
  • Caroline Kello
    Zendesk Product Manager

    Bryan,

    I absolutely agree with you that it's something that shouldn't happen and do apologise for what you experienced. I'll keep an eye out amongst our own Advocacy for any tickets about session expiry not behaving as it's intended to, and losing your work in the process, and see if we can find a pattern around what happened to you and possibly anyone else. 

    I know you understand that we're not deliberately trying to build unpleasant or disruptive experiences within our product, but I again apologise for the frustration you had to deal with. 

    Thanks for sharing your feedback, it's much appreciated. 

    1
  • Bryan Joshua Pedini

    Dear Caroline,

    As you noted, I clearly understand that you're not trying to upset people or create unpleasant user experiences.

    Anyway, it could have been a one-off case, and as the Plesk team also stated, it could have been a day full of issues for everybody using ZenDesk at that time and I have been just unlucky to need to reply that specific day.

    Thanks for the insights and consideration too, that is also much appreciated from a mainly business-to-business oriented company, to see that they also read and care about single users' comments!

    Have a nice day,
    Bryan.

    2
  • Erin Shevlin

    Does the removal of 'stay signed in' apply to customers as well?

    1
  • Caroline Kello
    Zendesk Product Manager

    It does, Erin. End-user inactivity time-out is 8 hours by default. 

    0

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