Understanding your Zendesk session time

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12 Comments

  • Raza Jaffri

    How can I extend the session expiration for customers to 2 weeks? The control on /admin/security/advanced#authentication only gives option to change it for staff login.

    0
  • Russell Chee
    Zendesk Customer Care

    Hey Raza,

    Thanks for reaching out to us with your question. At this current time, there is no native way to enable a 2 week extended session for your end-users. This will need to be a feature request and I would recommend reaching out to our forums here on it. Let us know if you need anything else :)

    Russell

    1
  • Chad Susa (Gravity CX)

    Hi All

    Just wondering does anyone know what the Zendesk session time is for end users? (eg: when they login to the Help Centre / customer portal) how long before their session expires?

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hey Chad! End-users' session expires after 8 hours of inactivity :)

    1
  • Shlomo Partouche-Sebban

    Hi Zendesk,

    My agents and I would like to stay connected all the time.
    How can we deactivate the session time?

    0
  • Neha Singh

    Hi,

    How can I access the current logged in session id in my help centre code?

     

     

    0
  • Christopher Kennedy
    Zendesk Developer Advocacy

    Hi Neha,

    The current session ID isn't referenced anywhere by the Help Center theme.  But you can still access it in your theme by sending a client-side request to the Sessions API to return the currently authenticated session.

    Best,

    1
  • Diego Garcia

    Hi. Does this configuration apply to any of the login methods? I mean, if my agent is logged through SAML o JWT, this configuration applies to this login method as well?

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Diego,

    Zendesk users with Single Sign-On will be automatically logged out after 8 hours of inactivity, by default. As a workaround, you can flip over to custom auth settings, define a session length, save, and flip back to SSO and the custom session length will stick.

    We tested this on our end by doing the following:
    • With Zendesk Auth enabled I firstly set the session expiration to 5mins.
    • Enabled SSO (SAML).
    • Signed out.
    • Signed in again but using SAML auth.
    • Closed browser.
    • Waited 5+ mins.
    • Tried to access Support and was prompted to sign in via SAML again.
     
    This way the previous session had timed out as expected after 5mins. Hope this helps!
    0
  • Nora

    If two instances (tabs) of Zendesk are open in one browser and one refreshes after 30 mins of inactivity, should the agent's call be disconnected as a result?

     

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  • Christine Felicia
    Zendesk Engineering
    Hi Lenora,

    We'll continue to assist you with the support ticket you raised with us. Kindly check your email for updates. Thanks!
    0
  • Barkha Bhatia
    Zendesk Product Manager

    We now allow configurable session times for end users ( Guide Users ) just like we allowed it for Team Members (agents, staff ..). Please feel free to use this as per your requirements. 

    0

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