Giving users different ways to sign into Zendesk

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21 Comments

  • Chengyu Yang

    Hi,

    I need help finding the option of How <end users/team users> sign in. Is there anything I missed?

    Best

     

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  • Kristie Sweeney
    Zendesk Documentation Team

    Hi Chengyu Yang! The option is labeled "How end users sign in" or "How team members sign in," depending on what user type you are setting up. I updated the wording to clarify. Thank you! 

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  • Chengyu Yang

    Hi Kristie Sweeney! Thanks for the swift response. Under the "End user authentication" panel, I still do not see the section titled `How end users sign in`. I cannot upload the image in the comment because the browser refuses it. Here is the link to the screenshot:  https://ibb.co/6N5MttY

    I can check the boxes of the Zendesk authentication and the SSO that I set up, but after saving, it would force the user to go through SSO. Is what you described in the doc a premium feature that certain customer tiers can use or is this feature gradually being rolled out?

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  • Kristie Sweeney
    Zendesk Documentation Team

    Chengyu Yang This feature is being rolled out gradually until March 2nd, so you might not see it yet in your account. See the Announcement for details. When the rollout is complete, you'll see the How end users sign in field at the bottom of the End user authentication screen, under the SSO fields. I added a note at the top of the article with the rollout date - hopefully, that will help others as well!

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  • Mariano Lanza

    Hi team, this seems to be a great option for our company's HR service desk tool (mainly for those floor employees without network/email access). Will ZD require that the user enter the same personal email address that is already in their profile if they select "Email/Password" login option? How does this "verification" works?

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  • Barkha Bhatia
    Zendesk Product Manager

    HI Mariano Lanza

    When you say "floor employees without network/email access" - I am assuming that they are end-users in terms of Zendesk user personas.

    If so, the end users can sign up for Zendesk using their email/password (if they have not already done that) and then use that to log in.

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  • Hi,

    I am still facing the same situation reported by Chengyu Yang.

    This is what is see in the team member configurations. Screenshot of this morning.

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  • Jason Barresi

    Hi everyone, came here to report the same issue as everyone else -- got a nice feature alert about it this morning but it's not visible anywhere in the interface. What's up?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Jason and Manuele, 

    I created a ticket on your behalf so that our Advocacy Team can further help you troubleshoot the issue!
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  • Barkha Bhatia
    Zendesk Product Manager

    Hi Manuele Bastianelli - Easy Market and Jason Barresi

    Thanks for your engagement through the community, in order to use this capability you can set up any SSO provider of your choice e.g. Google, Microsoft, Okta, OneLogin, etc you can first create a SAML configuration here

    After that go to the team member authentication page and click Single Sign-on - you will notice the configuration you have created and also the "Let them Choose" button. If you enable the "Let them Choose" button the users will see side by side option to "Continue using SSO" or "username/password".

    For additional security, recommended is that you also enable 2FA for agents along with username/password. Please feel free to email me for any more questions.

     

     

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  • Vladimir Shkuratov

    Hi Team,

    What is the best way to enable both options: Google and Single sign-on (SSO) for Agents? As of now I can see you can choose one of them, but not both simultaneously.

    Thanks.

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  • Barkha Bhatia
    Zendesk Product Manager

    Hi Vladimir Shkuratov

    You can set up Google and other SSOs using SAML configuration first. Then go to the team members page, and you will be able to multi-select SSOs. You can also choose the Primary SSO method.

     

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  • Rolf Woolen

    For end user SAML SSO, if we have a single organization that requires this, and only users from that Org should use SSO, is there a way to lock it down so only IPs within the specified range in the SAML setup can see the option for SSO?

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  • Barkha Bhatia
    Zendesk Product Manager

    Hi Rolf Woolen

    When you set up SAML SSO for end-users, you can specify IP ranges please check the below screenshot, for any specific questions about your setup please feel free to create a customer support ticket and someone will help you. 


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  • Mike DR
    Zendesk Customer Care
    Hi Nick!

    For SSO logins, there would only be 2 options for all end users, either via SSO or the default Zendesk log in. I do understand you want to have specific users be routed to your SSO if they for a higher tier of support but base on this article: Configuring end user access and sign-in (Sign-in). It would only be either SSO or the default Zendesk login.
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  • John Walker

    So if I make it to where Team/Agents are required to use SSO option.  How does an admin get back into ZenDesk admin to change this setting to allow direct logins again,  should something be wrong with the IdP?  Just wondering what the options are in this case?

    Thanks

    John

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  • Zsa Trias
    Zendesk Customer Care

    Hello John,

    Should there be issues with your SSO, you can still access your Zendesk thru the methods provided on this article: Accessing your Zendesk account when your SSO service is down

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  • Vladimir Shkuratov

    Hi @...,

    Following my question above, I have created two SSO options for Agents 1) JSON Web Token and 2) Google SAML

    I still can see only 1 available button "Continue with SSO", which obviously uses Primary IDP. But how can I enable the possibility for agent to select SSO option ? 

    If you look at the End-user login page - you can allow them to select form different options: Google, MS, own SSO IDP etc, but not for the Agent. Is that possible at all?

    Thanks.

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  • Paul Spencer

    Hi,

    Fantastic feature, thanks. Can we record which SSO the users used to authenticate and have this shown in the ticket by adding a new field?

    Basically, there is a way we can track the SSO a client is using so SSO1 or SSO2 and then that information is presented on the support ticket?

    Thanks

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  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Paul, 
     
    Thanks for reaching out! 
     
    Unfortunately, as specified on this article you can only configure and add a an SSO button to the Zendesk sign-in page. There is no option to add it to a ticket field and present it on the support ticket. Although that is actually a reat feature to be added on in the near future. We will stay on the lookout! But for now this is not possible. 
     
     
    Cheers! 
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  • Paul Spencer

    Cheers for the reply Ivan Miquiabas

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