|Announced on||Rollout starts||Rollout ends|
|February 23, 2023||February 23, 2023||March 2, 2023|
We are excited to announce that Zendesk now gives you the flexibility to allow multiple sign-in methods for team members and end users. This enhancement provides a solution for customers who need more than one way of authenticating each type of user.
This announcement includes the following topics:
What is changing?
You can now enable an improved user sign-in experience for team members and end users, which allows them to use multiple sign-in options in a coexisting way.
Why is Zendesk making this change?
As the Zendesk platform continues to evolve, we want to ensure a consistent, best, and secure user experience for authentication. We released split single sign-on last year, which allows multiple SSO configurations so that you can set up separate identity providers for team members and end users. However, if you still have a subset of users who cannot sign in through SSO, they still need some other authentication mechanism, such as email/password or social media sign-in. This enhancement will enable a comprehensive solution for all types of users by providing multiple sign-in options in one place.
What do I need to do?
This feature is automatically available in your Zendesk account. To enable this feature for your team members or end users, Zendesk administrators will need to opt-in to the new Let them choose authentication setting, as shown below.
Once you enable this setting, when a team member or end user wants to sign in, they will see the Continue with SSO option. If they are not on SSO, they can use other methods that are enabled by the administrator.
For more information, see Allowing multiple sign-in methods for team members and end users.
This feature sounds great.
Can different sign-in methods be used between different branded Help Centres (ex. Brand A - only allow SSO to access it / Brand B - allow either SSO or Zendesk authentication)?
Thanks for your kind words and feedback. The feature you are asking for is under consideration as a further enhancement.
is MFA now available for end users using Native Access?
Hi Youssef Cheddadi
MFA for end-users is on our short-term roadmap.
Hi Barkha Bhatia,
I appreciate the update on this.
If there is a place to vote on a request for this feature, please let me know. It would be a massive step forward in terms of building out the capabilities of Brands in Zendesk.
In my use case, we use Zendesk for both customer facing tickets (Product Queries) and internal tickets (IT Helpdesk). Being able to truly segregate access between both HC instances would go along way to improving this experience.
We totally agree with you on the potential and use cases it will serve, I can set up some time with you 1-1 next month to know more specifically your use cases, and you can share your feedback more interactively. Let me know.
Please check this comment for 2FA for the end users request https://support.zendesk.com/hc/en-us/community/posts/4408860744346/comments/5449173144602
Hi Barkha Bhatia,
That would be great - feel free to reach out. :)
This feature is General Available today and is available for all Zendesk customers.
Hi Barkha Bhatia,
I understand that already 2 separate SSO connections can be set up for team members and for end users. Any plans for allowing two separate SSO methods for end users? We would benefit from one brand using one and another using a different SSO connection. (We have different end users for the different brands).
Hi Csaba Dániel Kézér
Thanks a lot for your feedback, we have this request under consideration. In the upcoming months, I will run a design partner program for collecting more use cases and customers like yourself. I will put you on that list.
Thanks again for your engagement through the community and for your business with us.
It would be excellent if we could set up different authentication methods based on the group the user belongs to. In the case of a user assigned to multiple groups each with different SSO configurations, a "Let me choose" option would be good. Thank you!
Hi Jacob Hill
Thanks for your engagement and feedback. We are continuously making changes to solve the most common use cases first. I agree with you that the more the level of granularity (grouping users and linking the respective authentication methods to a group), the better flexibility for the customers. I will add your feedback to my list of backlog ideas.
Thanks again! :)
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