When you start using Zendesk Support as a new agent you should receive a verification email to set up your password and verify your email address. If you're having trouble logging in or cannot find this email, follow the steps below.

Note: These steps are for a Zendesk Support or Suite account. If you're using a different type of Zendesk account such as Sell or Chat, start with these steps instead: I am having trouble logging in to Zendesk. If you're having trouble with an account activation error No user found (invalid activation link), check this article: I can't start my trial because the account activation email is not working.

1. Send a new password reset email

Navigate to https://yoursubdomain.zendesk.com/access/help, where yoursubdomain is your subdomain name. You can also use the button below to select your subdomain and be redirected directly to the password reset page.

If you do not know your subdomain, you can find it using these steps: Where can I find my Zendesk subdomain?

If you're logged into our help center, you can also use this button to help navigate to the password reset page:

2. Check your spam or junk mail folder

If the email does not come within a few minutes, make sure that it's not in your spam or junk mail folder. Check to make sure it's not filtered out by any email rules or spam filters.

If you use an email client with a search function, such as Gmail, you can search for the keywords password' or password reset to check if the email was filtered out of your primary inbox.

If you're using a company email domain such as example@yourcompany.com, check with your email administrator to make sure there is no filtering rule in place to block emails from Zendesk.

3. Check if your account is using SSO (Single sign-on)

Your company may have SSO (single sign-on) enabled. SSO allows agents to log in with an external service such as SAML, Google, or Microsoft instead of with a standard email and password.

Regardless of your log-in method, make sure to select I am an Agent:

I_am_an_Agent.png

If your company is only using single sign-on or business sign-on to log in, contact your administrator to gain access. You can also use the SSO bypass method to log in if your administrator has this setting enabled: Accessing your Zendesk account when your SSO service is down.

4. Contact your administrator

Check with your Zendesk admin to make sure that the email address or login method that you're using is correct. This is important if you have multiple email addresses and are not sure which email is connected to your Zendesk account.

Have your administrator navigate to Admin Center and use the Team members page to search for your agent profile. Your administrator can also search for your user profile using the Search function in Support. Click the Search icon () in the top toolbar and search for the agent name. Look for the agent profile under the Users tab and click into it.

Users_tab_in_Search.png

Once your admin opens your user profile, your email address is visible on the left side next to Primary email. Your administrator can also resend a verification email from the dropdown menu:

Email_Verification.png

5. Reach out to Zendesk Customer Support

If none of the steps above are working to deliver a verification email, reach out to Zendesk Customer Support. Have the following information available when submitting your request:

  • Your subdomain.
  • The email address you're using to log in.
  • The exact time and time zone from your most recent attempt to reset your password.
Powered by Zendesk