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MFA for End Users

Related products:Knowledge
  • April 3, 2025
  • 3 replies
  • 24 views
M

Because of the nature of our business we do not allow customers to create their own Accounts, we sent up their accounts and then send emails to the users to set up their passwords and MFA. 

 

Our clients have two issues with your current feature: You currently do not allow us to enforce MFA and you currently don't allow us to reset their MFA.

 

What this means for us is we have to delete their account and recreate it. Some of our clients have 100s of tickets open under their name, so if they can't access their accounts because of MFA we have to move all over their tickets to someone else. This process alone is manual for each ticket as you don't allow bulk update on tickets for Requesters. I have to delete and create the new account, and then move all of those tickets back under their name again once created. Which is time consuming when a simple reset code would save me hours and hours of time. 

    3 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • April 4, 2025
    Hey Margaret,
     
    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!
    T
    • Taylor14
    • October 16, 2025

    I agree with Margaret this is critical for our business.  We do not have the luxury of actually creating new accounts because we have large quanity of end users and 3 zendesk admin security.   Also with these accounts they can't lose access to their old accounts due to the tickets and details they will reference (some of our users are 10+ years old in our system).

    Thus we need a way of also not only an MFA reset option but also for the end user to reset their own MFA.

    swen.dekker

    Just ran into this issue with not being able to reset the MFA of end users.
    While searching for a solution that does not require setting up the end user with a new account in our Zendesk environment, I came upon a solution (for our situation) due to this line in the documentation for accessing the help center with 2FA (for end users) that the users are redirected to while stuck on the 2FA part of the login:
    “If two-factor authentication is not a requirement, but you turned it on anyway, you can turn it off.”
    This combined with the “Assume Identity” function, allows admins to reset the MFA of end users through assuming the identity of the end user and disabling MFA in their profile.
    This probably only works for those cases where MFA is not being enforced for end users, but resetting the MFA of end users should be something available in the agent workspace (and preferably be something that can be enabled for certain roles aside of the admins), just like it is available for agents (as an admin).

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