Help Center: End User Authentication - Bypassing SSO/SAML

Hello Karl,

When both are enabled for End-Users, it will always redirect to the SSO login page and its not possible to show both authentication pages (SSO and Zendesk login page) at the same time.

I'm curious to know when you say the access/normal does not work. If an end user goes to subdomain.zendesk.com/access/normal and login with Zendesk credentials, it will redirect to the Help Center. Perhaps you are adding /hc in the path?

This is not a recommended workflow though as this path should only be used if SSO is down essentially.

Hi Jeff,

Thanks for information.  I will give that a test with a user with only "End User" permissions.  I didn't think to try that because the access/normal worked with my elevated permissions for the Support service, meaning bypassed the SAML/Okta authentication.

Also, can you please confirm if Zendesk is planning to allow for multiple authentication modes for External Users?  Including SSO for Internal and Zendesk accounts (user name / password) for external (customer) users.

Thanks,
Karl

Also, can someone please explain why use of the /access/normal is not a recommended workflow until Zendesk provides multiple authentication methods simultaneously for End User access, SSO for internal End Users and Zendesk username / password for External End Users?

Hi Karl,

I've checked if this is somewhere in the roadmap and I am afraid that it isn't and I do believe that this is a good feature to have hence marked this is as product feedback. What we do support currently is split authentication if it's from different segments such as agents vs end users but not currently for the same user segment.

Using the access/normal path is not a recommended workflow to the sense that it was designed to be a backup service in case your SSO service is down. That said, it is up to you if you still would like to go that route.