I have set up 2-factor authentication but it does not seem to work. My agents sign in using single sign-on (SS). Can I use 2-factor authentication when agents use SSO to sign in?
No. 2-factor authentication in Zendesk only works when your agents sign with Zendesk authentication. It's not available for staff members (agents or administrators) who sign in using third-party authentication such as Google authentication services, JWT, or SAML.
As a workaround, use a third-party, 2-factor authentication method applied to your third-party authentication, such as Google 2-Step Verification for Google authentication.
For more information about 2-factor authentication for Zendesk, see the article: Using 2-factor authentication.