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Non-Admin's (Agents) being able to Reset Passwords

Related products:Admin center
  • February 22, 2022
  • 8 replies
  • 10 views
D

Is there a way for Non-Admin agents to reset end user passwords?

This is something we have to deal with routinely and waiting for an ADMIN to be available is a bad customer experience, especially when our support is 24/7 and our Admins only work business hours. It's a requirement that our End Users log-in to be able to see replies, this creates an issue, if the agent is unable to reset the end users password.  We see quite a few of these requests on a regular basis.

We don't want to give Admin functionality to all agents, that the only reason they'd need Admin access to do their job is for the reset end user password. 

Thank you!

    8 replies

    Dave12
    • Dave12Employee
    • Employee
    • February 23, 2022
    Hi Denise, Thanks for the feedback. Just to confirm: at present, only Admins can send the password reset email: Resetting user passwords
    D
    • Denise11
    • Author
    • Newcomer
    • February 23, 2022

    @dave12 is there a future plan for allowing others (even a sub group of Admins) getting this ability, in the future?

    Dave12
    • Dave12Employee
    • Employee
    • March 1, 2022
    I'm not aware of any planned changes to this.
    Marty17
    • Marty17
    • April 12, 2022

    +1 on this

    This is something we have to deal with routinely, but we don't want to give all our agents Admin access just for this one task, and waiting for an ADMIN to come online in a Global Support Desk can be a bad customer experience

      R
      • Rodrigo21
      • April 20, 2023

      Hi dears,

      What Denise mentioned is a huge demand here at the company.
      It is important that the ADM can delegate some configurations, as this one, to common agents. Perhaps within groups.

      This improvement would be very welcome.
      Regards, 

      A
      • Alison12
      • May 17, 2023

      +1 this is slowing down our business by having only Admins reset passwords. This should be an option in a custom role.

      Tom Dupuche
      • Tom DupucheProduct Manager
      • Product Manager
      • May 9, 2024

      Hi all,

      Unfortunately we don't have any plans to add this feature at this time. We have focused on other highly requested features such as brand based access, agent efficiency and AI capabilities.

      Regards,

      Tom Dupuche

      Zendesk Product Manager

      S

      Please reconsider adding this.  It's bananas that there's no option to empower other team member user roles to reset an end user's password.  In our organization (and in many others I've seen), admins do not have the same operational coverage that end-user-facing team members do, and resetting an end user password is one of the most common support requests in most environments.

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