Resetting user passwords

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  • Marty Ewings

    Is there a way for non admin agents to reset end user passwords? This is something we have to deal with routinely, but we don't want to give all our agents Admin access just for this one task, and waiting for an ADMIN to come online in a Global Support Desk can be a bad customer experiance

  • Cheeny Aban
    Zendesk Customer Care

    Hi Martin,

    As of the moment, only an Admin can reset the user's password. We understand your need for this functionality so I am marking this comment as product feedback. We also encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.


  • Jeff Bowden

    I also need non admin agents to have the ability to reset passwords, this lack of functionality is a burden on supporting our support members

  • Michelle Duong

    To add to this topic, when Admins click the 'reset password' for our customers, they can then reset their password. In doing so, we've received recent feedback regarding the process for them, please see below for their experiences:

    • In Safari, it will alert you that you need to accept cookies from a third party and give you a link to click to do so. However, if you click ‘Continue’ it just gives you further info, you have to click specifically on the icon beside it to bring up the prompt.
    • In Chrome and Firefox, there is no alert and no one-click accept cookies option, I could accept the lack of link if those browsers don’t have that functionality, but at least an alert saying that you need to allow 3rd party cookies needs to be there (preferably with a link to instructions on how to whitelist the site) and it is missing. When attempting to log in or reset my password through those browsers with accept third party cookies turned off all I got was a ‘zendesk cannot connect’ message which honestly looked like the service was simply down and/or the login form on the site was broken.
    • On my iPhone, not just the alert about cookies but the entire login window is in the dialog box is cut off.

    Adding this here in hopes the experience can be improved across browsers.

  • Charlie Hackett

    I've been trying to set & reset a zendesk password for almost 6 weeks and need HELP! I freelance with a company that recently switched to zendesk. They assigned me a new email address ( I'm supposed to be able to communicate with their clients and they with me on their website (via zendesk, I assume.)

    Work orders and communication are then supposed to be forwarded to my gmail account. (THAT’s the address I used to register here to post.) The orders come to my gmail account just fine, but any communication (to be done ONLY from their website) from me to the clients or them to me is not being forwarded to my gmail address.

    When I try to reset my password, I‘ve been told to put in as the email address, and a reset link is supposed to be sent there. But since I have no access to that email account, (as it’s only on their site as a forwarding address) I don’t get those reset links. The company sends reset links as well, but my point to them is… since I have NO ACCESS and forwarding doesn’t seem to be working, I am not getting them!

    They have my correct gmail address. I get things from them all the time. Nothing from zendesk is being blocked or moved to my spam folder. AND communication I receive from them THROUGH zendesk i.e. “” comes through without a problem. The company says, “It’s simple!” It’s not. I’m no troglodyte, and actually computer savvy, but I’ll be damned if I can figure this out. Any help would be GREATLY appreciated!

  • Dane
    Zendesk Engineering
    Hi Charlie,
    When it comes to account specific concern like access issues, it will be better to handle it through a ticket. I'll create a ticket for you and please wait for the update from one of our Advocates. Moving forward, you can also initiate a Messaging session to one of our Advocates directly.
  • Nick Lamb

    We're trying to de-admin folks and this is a huge blocker for us. 

  • Marty Ewings

    Is there a way to trigger the "email reset workflow" via API or is this only done via the UI

  • Erica Girges
    Zendesk Developer Advocacy
    Hi Marty!
    There isn't a supported way to do so via API. Only the account owner can change their own password so isn't an available way to trigger that workflow for someone else. Here's a link to our documentation that goes a bit more into what API capabilities you do have for User Passwords.
  • Jillee Brown

    While following the directions for resetting an end user password, I am not finding "edit" in the customer section. 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Jillee,
    To view an end user's profile, click the end user's name on the Customers page.

    Then, click through the different tabs on the main window to view Security Settings to reset a user's password.

    I hope this helps. Thank you!
  • Motor Underwriting

    We're struggling to get existing users logged in to the system this week, including my own access as administrator. We're also not getting anywhere using the "forgot password?" link on the website log-in page. Are you able to assist?

  • Brett Bowser
    Zendesk Community Manager
    Hey there,
    Thanks for bringing this to our attention! I'm going to bring this into a ticket so our Customer Care team can follow up with you to assist further.

    You'll receive an email shortly stating your ticket has been created. 

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