Resetting a team member's password

Helping somebody back in, and the thing to check first because it is usually not the password.

Helping somebody back in, and the thing to check first because it is usually not the password.

Reset it

1. Have them use the forgotten password link first.
2. If that fails, open the team member in Admin Center.
3. Trigger a password reset.
4. They set a new password themselves from the email.

Never set a password for somebody

Not on paper, not in chat, not over the phone. A password one other person knows is no longer that person's password, and any later question about who did what becomes unanswerable.

The reset link exists precisely so nobody has to.

Check single sign-on first

Where you use it, there is no Zendesk password to reset. The problem is with the identity provider, and resetting here achieves nothing.

This is the most common reason a reset "does not work".

Other causes worth ruling out

• The account is suspended rather than locked.
• They are signing in with the wrong address, often a second one.
• Two-factor is the actual blocker, such as a replaced phone.
• IP restrictions, where they are working from somewhere new.

Verify who is asking

A request to reset an agent's password is a request for access to your customer data. Confirm it is really them, particularly if the request arrives by message rather than in person.

See also

• Managing team member email addresses
• Enabling SAML single sign-on
• General security practices for your Zendesk