Resetting a team member's password

Helping somebody back in, and the thing to check first because it is usually not the password. Never set one for them, whatever the hurry.

Helping somebody back in, and the thing to check first because it is usually not the password. Never set one for them, whatever the hurry.

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.

Other causes worth ruling out

• The account is suspended rather than locked.
• The reset went to their primary address, while they sign in with a secondary one. Signing in that way works; the reset email only ever goes to the primary.
• 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 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