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Using two-factor authentication to sign in to Zendesk Support



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Charles Nadeau

Zendesk Documentation Team

Edited Feb 12, 2025


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41 comments

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Cheeny Aban

Zendesk Customer Care

Hi Yen Nhi Nguyen, 

As of the moment, 2FA is configured per user account and it is not yet possible to deactivate 2FA for certain agents. Nonetheless, we encourage you to post feedback to your feedback section. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality

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I am being billed for a support centre I shut down - but the 2FA number is blocking me logging in and checking. I don't have the phone it is attached to. It seems in order to reset it I have to.... login. Which I can't without 2FA. A doom loop - can someone help???

 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi James York I'll create a ticket on your behalf so we can check on your account. You'll receive an email shortly. Talk to you there! :)  

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Hello
We use SSO that has its own MFA method is there a way to edit the profile link for 2FA to allow for our users to get to our SSO self-service page?

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Joyce

Zendesk Customer Care

Hello Brandon,
 
Are you referring to the 2FA manage link below?

 
If so, I'm afraid that this link is not editable. The two-factor authentication on the profile page is dedicated to the standard Zendesk authentication.

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This is no longer an option for agents: 

"After you're signed in, you can get another set of recovery codes from your user profile page as follows, as it asks to only change the way you receive recovery codes:

  1. In the Zendesk Support agent interface, click your profile icon in the upper-right and select View profile.
  2. Click the Security Settings tab.
  3. In the Two-Factor Authentication section, click Manage.
  4. Click Download recovery codes."

Please advise how an agent can download recovery codes ASAP as I am going on vacation and I want to remind the agents how to do this in advance. 

 

Thank you

Dana

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Dana B

At the moment, that's the only place where agents & admins can download their recovery codes. If they don't have access to their profile, the account owner or one of the admins can get a recovery code for them in their stead: Getting a recovery code for somebody else

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Thank you, Dainne Lucena

I would strongly encourage Zendesk to re-enable this. We have a 7 day a week support desk and there are no admin or owner of the account on the weekends. Agents should have the ability to download their own codes. Is there a reason for the change? 

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For some reason, there is no 2fa on my page. See below

 

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Hello,

Is it possible to make sure 2FA is only turned on for agents/admins and not end users? When checking the box to turn it on in the admin center (Security→Advanced→Authentication) , it's asking me to choose Session Expiration time for both admin/agents AND end users. 

Does this indicate it will be turned on for both? How do I make sure this doesn't happen? 

Thank you.

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Don't have your phone?

You can always enter a recovery code in the box above.

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