Using 2-factor authentication

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    If an agent's phone number changes, how can I change it so they continue to receive the SMS 2FA codes?

  • Wilfred Kaw

    Hello @pstrauss,

    An Agent can make this change in their own profile by following this process:

    1) Select the Admin gear icon on the lefthand side of your Zendesk Support and choose People.
    2) Search your own name and select edit.
    3) Then select the 'Security settings' tab.
    4) Once there, choose 'Edit' under 'Two-Factor Authentication'
    5) Select Use SMS, and you'll be able to update the Two-Factor Authentication number.

    You can learn more about Managing 2-factor authentication here:

    Managing 2-factor authentication

  • Lee Jones

    If 2FA is already enabled, but set to SMS, is there a way to switch only selected users to "use mobile app" or is this a global setting.  If it is switched over to "use mobile app"  would it force the users to register the app on next log on, or simply provide an option.


  • Juraj Jarmek

    Hello @...,

    Please note it is possible to have only one 2FA method, either SMS or the mobile app, not both.

    The agents need to specify which they want to use themselves when setting up their 2FA.

    If the 2FA method is switched from one to the other, the next time the agent signs on they would be forced to use that method.

    Whatever the method, when the agent chooses the method, they will either have to scan the QR code with the mobile app, or provide a telephone number in their profile for the SMS.

    Hope that clarifies!

  • Jeffery Birks

    Given you already support google authenticator then there is a hardware token that can be used with zendesk - you can use a safeid/diamond token;

    The token is a programmable token so would be seeded using the same QR code you use when seeding the google authenticator app (you use an app on your phone or PC to program the token via NFC).  Once programmed it generates the same OTP codes the google authenticator produces but is then a fully independent and self-powered device.

  • Dave Dyson

    Thanks, Jeffrey!

  • Azaliya Sharipova


    I cannot log in to my Zendesk account (email because of the 2FA. I don't receive a message with a code, and the code from apps is not working. Can you please disable 2FA in my account or help me with a code?

  • Jeff C
    Zendesk Customer Care

    Hello Azaliya,

    Sorry about the trouble however Zendesk does not have the capability to disable 2FA on your account or provide you with a code unless there is no one else who is able to do it for you. 

    We suggest reaching out to any of the admins in your Support instance for assistance in this matter.

  • David Melik

    End-users need this also; extremely poor/insecure/unsafe design.

  • mfg

    I'd like to roll this out to our users, but I'm unclear what that would look like once I enable 2FA.. Could you explain how the users configure their phone number? Once rolled out, if they don't already have one, will they be prompted or sent an email to add a phone number?

  • Dane
    Zendesk Engineering
    Hi mfg,
    The behavior when you enable 2FA is discussed in Enabling 2-Factor Authentication. Once your agent logs in, they will be prompted to enable it by mobile app or SMS.
    Hope this helps!
  • Matt Newnham

    I would like to request that 2FA be required on every log in. This is a security requirement from a government agency.

  • Stan Kutzko

    The topic notes "2-factor authentication apps include Google Authenticator, Authy, Symantec VIP, and Duo Mobile."  Can Microsoft Authenticator be used?  

  • Dainne Lucena
    Zendesk Customer Care

    Hi Stan Kutzko

    Yes, Microsoft Authenticator can be used. Those are just the commonly used authenticators. 

  • Ronald Lantong

    Hello Dainne Lucena

    I'm having trouble logging in; it says the authentication code is invalid even when I enter the code displayed in Google authentication via my mobile phone. I even tried a recovery code, but it didn't work. Please assist. Thanks!

  • Sravanthi Muppavarapu

    Hello Team, 

    Does 2FA prompt for an approval when someone is logging through API? 


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