Managing two-factor authentication for agents and admins

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  • Lisa Springall


    Can two-factor auth not be applied to end users & only agents/admins?

    Thank you,

  • Sebastian

    There are pages for endusers and one for agents/admins. But you can't setup different SSO for each type. You can only disable it for both or one of the types.

  • Agyeman Danso

    Any way to have 2fa send code to email addresses?

  • Dave Dyson
    Hi Agyeman,
    The account owner can generate a 2FA recovery code. They could then create a ticket for the user in Zendesk with the codes, which would send an email notification to the user. Otherwise, they could use an external email account or other method to send the codes. Is that what you're asking?
  • 이지훈(Lee jihoon)

    How long is the recovery code valid? I think the recovery code will expire someday.

  • Brett Bowser
    Zendesk Community Manager
    Hey 지훈 이,
    From what I've found in our documentation there isn't any expiration date for these recovery codes. 
    As long as these agents exist in your account their recovery code should be valid.
    Let us know if you have any other questions!
  • Bobby Dovicsak

    The first section notes that when using SSO, the two-factor is not available through Zendesk directly, but can be managed through the SSO provider instead.

    What happens though if we have a mix of agents/admins using SSO and Zendesk Authentication? Our on-staff internal agents use SSO, but our 3rd party contractor agents use Zendesk Authentication via the /normal link.

    If "Require two-factor..." is enforced for all agents/admins, does it simply ignore the SSO users, but still enforce TFA for those 3rd party agents using Zendesk Authentication?

  • Dane
    Zendesk Engineering
    Hi Bobby,
    I have tested the behavior in Okta and 2FA will work for Zendesk authentication on the page that is not setup as a default relay state.
    For example, I have setup my SSO to login while on If my agent go to they have the option to use other sign in method that is available for the account. 2FA can still be used if Zendesk authentication is enabled.
    Hope this helps!
  • Matt Newnham

    Can 2FA login be required on every login? I know there is a way for users to change a checkbox that will then require 2FA on every login but I need to make it mandatory for everyone.

  • Christine
    Zendesk Engineering
    Hi Matt,

    It is not possible to configure 2FA to be required every login. The "Don't ask again on this computer for 30 days" option is up to the individual user to decide and there are no global controls for this.
    Although you cannot remotely reset user sessions, you can do that with the usage of Sessions API. The Sessions API lets you view who is currently signed in. It also lets you terminate one or more sessions. Terminating a session sign out the user.
  • Troy Johnston

    Hi Christine, Zendesk,

    This is a significant security flaw in Zendesk implementation of 2FA.  2FA ought to be bundled with ability for administrator to mandate use of 2FA with every login event.  Leaving this up to the user breaks our security rules (and we are just a tiny company).

    This leaves us exposed to hacking.

    What we dont understand is the Sessions can clearly be set to expire.... and yet this does not sign out the user?  Or properly kill the session.  The implementation is flawed, unfortunately.

    Will Zendesk take this seriously and implement an Admin enforcement?  This should never be a user decision.

  • Eckhard Doll

    I agree with Troy that the choice whether the 2FA needs to be made for every login or after those 30 days should be up to the admins.

  • Regina Giuliani

    I agree with Troy. Admins should be able to mandate the use of 2FA and turn off the don't ask again for 30 days. That goes against our corporate security policy as well. 


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