Users receive a password reset notification from Zendesk after changing their SSO password

Issue symptoms

When users are provisioned using a SAML single sign-on (SSO) system and change their password, they receive unexpected email notifications from Zendesk causing confusion.

Resolution steps

Some SAML providers have a setting for syncing passwords. When this setting is enabled and a user changes their SSO password, the password is also pushed to Zendesk to update the user's native Zendesk password. This update sends an email notification to the user from Zendesk.

To resolve this issue

Disable the syncing passwords option within the SAML provisioning settings. This prevents the native Zendesk password from syncing with the SSO password. If needed, the user can reset their Zendesk password at any time.

Suppress the email notifications

In Admin Center, open People > Configuration > End users to manage End-user settings.

In the Account emails section, deselect Also send a welcome e-mail when a new user is created by an agent or admin.

In Allow users to change their passwords, deselect this option.

Note: The email suppression option is recommended only if all users (staff members and end users) sign in to Zendesk with SSO only.

For more information, see these articles:

Enabling SAML single sign-on

Providing multiple sign-in options for team members and end users