Currently, end-users have the option to enable 2FA for their support center logins but there is no way for admins to require the 2FA setup. This is an issue because customers don't always know it's an option and often won't set it up themselves. Requests submitted in our help center can have significant impacts for our customers and their services with us and oftentimes include CPNI data we want to ensure is seen only by authorized users.
We work B2B and forcing our customers to utilize a 2FA solution would make Zendesk a more secure system for us and our customers. We've received direct requests for this functionality from our customers as well. Our workaround is to advise of the optional 2FA setup, but this doesn't solve the problem for our biggest enterprise customers.
Ideally, the solution would be similar to the agent 2FA options in the admin interface. There should be the option to require 2FA for all end users. It would be even better to have the functionality to require it for only certain organizations or user segments.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!