Resetting user passwords

What's my plan?

Administrators can reset a user's password by sending a reset email to the user's registered email address. The email contains a link that lets the user reset his or her password. Only administrators can send the reset email.

Note: If single sign-on (SSO) is enabled, admins can't send password-reset links to users.

To reset a team member's password

1. In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
2. Locate the user who forgot his or her password and click the Edit.
3. On the user's profile page, open the Security Settings tab and click Reset in the Password section.

To reset an end user's password

1. In Support, click the Customers icon () in the sidebar.
2. Locate the user who forgot his or her password and click the Edit.
3. On the user's profile page, open the Security Settings tab and click Reset in the Password section.

You can also manually set a user's password if the option has been enabled by the account owner. See Allowing administrators to set passwords. Instead of selecting Reset in the steps above, select Set and specify a new password for the user.

Zendesk recommends using the email reset workflow instead of setting passwords manually. A common hacker technique is to repeatedly call or email a support center posing as a frustrated customer who forgot his or her password and who is unable to recover it, and persisting until a support agent has no choice but to change the password manually for the irate customer. If in doubt, use the reset option and send a password-reset email.