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Remote authentication (SSO) on mobile devices

If you have Remote Authentication (SSO) enabled on your account and you want to use mobile devices, you will need to set up a password from within your Zendesk profile to be able to access Zendesk for your mobile device.

If you're an agent within Zendesk you will need to ask either the owner or an admin on your account to set up a password for you.  An admin on your Zendesk account will be able to locate your agent profile from under the "manage" tab > "people".

If you're an admin within your Zendesk account, you will be able to create a password for yourself and your agents via the following steps:

1) Login to Zendesk through your web portal

2) Go to "Manage" -> "People" and click on the name of the desired user.

3) Put your mouse over "Actions" at the top right and choose "Create/Change Password"

4) If you're changing it for someone else it will send them an email to set their password. If you're changing the password for yourself, it will ask you to enter a password for your user profile.

This new password will allow you/your agents to access your Zendesk account on mobile devices.

24 comments

  • 0

    I do the password reset email but it is asking for his current password and that current password does not match with the AD password that should have been set with the SSO script, any advice?

  • 0

    Hi Daniel, it sounds like you're an admin, and you're wanting to set the password for yourself. If this is the case and you try and click the link in your email while still logged in (normally or via SSO) it will always ask for you to enter your current password before you can put in a different one. Except since using SSO means that you may not have a Zendesk password yet, you won't be able to do it.

    So to do it so that it doesn't ask you for your existing password, once you have clicked on "Create/Change Password" in your profile, you'll need to log out of Zendesk before you click the link in your email.

  • 0

    Just another note: An alternate way of resetting your Zendesk credentials is to go to yourcompany.zendesk.com/access/help

    Then enter your email address and click submit.

  • 0

    I am using the New Zendesk portal and I do not see "Actions" or "Create/Change Password".  Is this in a different location on the new Zendesk?  

    Under User Options, there is a "Reset Password" option.  Is this the same as going to Actions and Create/Change Password?

     

  • 0

    Hey Julie: 

    The reset password option sends a message to the end-user to reset the password. There's an option in_ Settings > Account > Security_ that allows administrators to set account passwords. Once that's enabled, you'll be able to do that in the_ user options_ area in the new interface. 

  • 0

    Hi Justin. I'm not seeing a Security option under Settings > Account. I'm also not seeing any setting under Settings > Security to enable Administrators to set account passwords. Any other suggestions?

  • 0

    Hey Aaron: 

    I forgot to mention that only the account owner can see/enable that option. It's located in Settings > Security under the Password Policy tab. 

  • 0

    Just a note, Admins can access this setting too :-)

  • 0

    Thanks for the clarification Justin! All set now.

    Andrew - I verified that this setting was not visible for my account (Admin access), but was visible for my boss' (account owner). From what I saw, Admins only have access to the Security Level settings of Password Policy.

  • 0

    Thanks for clarifying that Aaron.  I see what you mean... yeah I was looking at a different part. :-(

  • 0

    Currently it seems that only administrators can create / reset password regardless of the permissions set in their role (http://screenpresso.com/=uHa9c)  

    We need our agents to be able to create or reset user passwords to allow access to clients that do not have a active account in our SW (thus not able to use SSO for login).  I would prefer if users did not have this right http://screenpresso.com/=nL52g

    Thoughts?

  • 0

    Hey Aaron: 

    Only administrators can create, edit, and reset passwords. Even though your permissions are set to Add an edit all for the agent role, password options aren't included in that control set. 

  • 0

    @Justin - Boy you guys are quick :)

    The problem we are having is that a small subset of our users with various reasons why SSO isn;t a good option for them.  We direct the redirect that traffic to https://support.domain.com/access/normal and Google / OpenAuth which works for most of those customers, but some require a good old login and PW.  The page also offers the user an option to reset their password regardless of the setting in http://screenpresso.com/=nL52g - which puts the user into an extremely frustrating loop.

    I was hoping to provide agents with the ability to reset / create passwords over making it user facing.  User facing is an option I suppose (being that it's only a small group of users of a small percentage of our userbase).  What do you think?

  • 0

    I can see where users run in to a snag, though if you're redirecting them to a normal login page, they should probably have a normal password they use for the help desk. Short of allowing them access to reset the password if they don't remember it, an administrator will need to do it. There are no options in Zendesk that can give a agent who is not an administrator access to the password creation/reset options. 

  • 0

    "There are no options in Zendesk that can give a agent who is not an administrator access to the password creation/reset options. "

    Actually there is a workaround: logout from Zendesk in your desktop browser, click "Get a password" and you should be able to set a local password that will work for your mobile apps. You can still use SSO to login from the desktop browser.

  • 0

    This no longer seems to work - if I go to https://eventsforce.zendesk.com/password, it still needs my current password (which I don't know). Fundamentally, how do I reset my password when I don't know the old password?

  • 0

    @Steve, Looks like you've got some CSS on your account hiding the "Forgot my password button".

    To get around this, while logged out, go to https://eventsforce.zendesk.com/access/help and you will be able to reset it.

  • 0

    Are there any plans to add a "Use your comapany credentials" to the app, similar to what Box does.

  • 0

    Hi Lucas,

    The Product team let me know that SSO is something we'll add to the mobile apps in the future - there isn't an exact timeframe but we hope to have some options available later this summer and fall. 

  • 0

    Hi - any update on the SSO for mobile apps ?

  • 0

    Hi Fiona!

    Sorry for the delayed response on this! I spoke with the Product Manager for Mobile Apps and was able to find out that we are currently working on SAML and JWT support for mobile apps. We're shooting for late Q2/early Q3 on this but, as is always the case, this is subject to change since we can't predict how development will progress or what other priorities might come up.

  • 0

    At least this is being worked on.  

     

    The way Box has their app and SSO is fabulous.  

  • 0

    any update or ETA on when SSO will be supported in the mobile app?

  • 0

    @Cory For iOS it has already been released but for Android, the target date is by the last week of October but there is no confirmed date yet.

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