You can still access your account if your single sign-on (SSO) service goes down. The method depends on whether or not you disabled Zendesk passwords when setting up SSO in Zendesk.
Accessing the account if passwords are disabled
You can disable Zendesk passwords when you enable SSO for your account.
If Zendesk passwords are disabled and your SSO service is interrupted, you can still access the account by using the SSO bypass feature to request a one-time access link. SSO bypass is available only to the account owner or to the account owner and admins.
Selecting which users can bypass SSO if passwords are disabled
The account owner can configure whether all admins or only the account owner can request an email containing a one-time access link.
To select the users who can bypass SSO
- In Admin Center, click Account in the sidebar, then select Security > Advanced.
- Click the Authentication tab.
- In the SSO bypass field, select whether the Account owner or all
Admins (including the account owner) can gain access to the account if the
external sign-in provider goes down.
The SSO bypass field only displays for the account owner when Zendesk authentication is disabled for team members.
- Click Save.
Accessing the account by requesting a one-time access link
If Zendesk passwords are disabled and your SSO service is interrupted, admins or the account owner can still access the account by requesting a one-time access link. Zendesk sends the link in an email.
Clicking the link grants you access with no password required. The link only works once and times out after 5 minutes.
To receive a one-time access link
- Browse to
https://your_subdomain.zendesk.com/access/sso_bypass, where your_subdomain is your account name.
- Enter and submit the email address associated with your Zendesk user profile.
- Check your email, then click the link in the email to sign in.
Accessing the account if passwords are enabled
If Zendesk passwords are still enabled, agents and admins with a Zendesk username and password can still access the account by browsing to a specific URL.
To sign in
- Browse to
https://your_subdomain.zendesk.com/access/normal, where your_subdomain is your account name.
- Enter the username and password associated with your Zendesk account.
- If your company uses SSO, the username and password you use for SSO may differ from the username and password stored in the backup Zendesk authentication system. Your Zendesk username is listed as the primary email address in your Zendesk user profile.
- If you remember your username but do not remember your Zendesk password, reset your password, then try signing in again.