| Announced on | Phase 2 rollout starts | Phase 2 rollout ends |
| May 5, 2025 | August 19, 2025 | August 28, 2025 |
Zendesk is continuing the rollout of two-step verification that was announced in September 2024. This announcement is for the 2nd phase of the rollout. Subsequent phases from August 2025 and beyond will be announced once defined.
Starting today, two-step verification will be the default behavior for all new accounts, including trials. Additionally, between August 19, 2025 and August 28, 2025, all remaining eligible customers not included in the phase 1 rollout and have Zendesk authentication turned on will be enrolled in 2SV. This is the phase 2 rollout and will include most customers using Zendesk authentication (email and password). Subsequent phases from August 2025 and beyond will be announced once defined.
This announcement includes the following topics:
What's changing?
Zendesk trials and all eligible customers who have Zendesk authentication (email and password) turned on will be automatically enrolled in 2SV. When you sign in from a new or unrecognized device, 2SV will prompt you to enter a 6-digit code that you must retrieve from your primary email address listed in your Zendesk profile before you can sign in.
If you don’t receive the email with the passcode, you can request that an administrator retrieve a recovery code on your behalf. 2SV applies only to team member’s login experience. Learn more about the sign-in experience with two-step verification.
This does not affect:
- Team members signing in with single sign-on (SSO).
- Team members who have two-factor authentication (2FA) turned on.
- End users.
If you currently don't have Zendesk authentication turned on but decide to in the future, 2SV is automatically turned on for your account. If you currently have two-factor authentication (2FA) turned on but decide to turn it off in the future, 2SV is automatically turned on for your account.
When is Zendesk making this change?
This rollout will be completed by Pod. The following is the rollout schedule.
- August 19, 2025: Pod 26
- August 21, 2025: Pods 15, 25, and 30
- August 26, 2025: Pods 13, 17, 18, 19, and 31
- August 28, 2025: Pods 20, 23, 27, 28, and 29
See How do I learn what Pod I am on? if you’re unsure of your account Pod. If you're signed in to the Zendesk help center, you can also view your pod number in the Account Details section in the upper right corner of this announcement.
What do I need to do?
To prepare for this change, administrators should inform team members using email and password to sign in to Zendesk to verify that they can access the primary email address listed in their Zendesk profile. If they cannot access that email’s inbox, they must update their primary email address to one they can access. If you no longer use Zendesk authentication as an option for how team members sign in or turn on 2FA, you will not be affected by this rollout. End users signing in with Zendesk authentication are also not affected by this rollout.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.