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.
To reset a team member's password
- In Admin Center, click the People icon (
) in the sidebar, then select Team > Team members. - Locate the user who forgot his or her password and click the Edit.
- On the user's profile page, open the Security Settings tab and click Reset in the Password section.
- In Support, click the Customers icon () in the sidebar.
- Locate the user who forgot his or her password and click the Edit.
- 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.