Two-step verification (2SV) final rollout schedule

Announced on | Rollout starts on | Rollout ends on
August 5, 2025 | October 27, 2025 | November 5, 2025

Zendesk is finalizing the rollout of two-step verification that was announced in September 2024.

Between October 27, 2025 and November 5, 2025, all remaining eligible customers who were not included in the phase 1 or phase 2 rollouts, and have Zendesk authentication turned on, will be enrolled in 2SV.

This announcement includes the following topics:

What’s changing?

When is Zendesk making this change?

What do I need to do?

What’s changing?

All eligible customers who have Zendesk authentication (email and password) turned on will be automatically enrolled in 2SV. When you sign in from a new or unrecognized device, 2SV will prompt you to enter a 6-digit code that you must retrieve from your primary email address listed in your Zendesk profile before you can sign in.

If you don’t receive the email with the passcode, you can request that an administrator retrieve a recovery code on your behalf. 2SV applies only to the team members' login experience. Learn more about understanding the sign-in experience with two-step verification.

2SV does not affect:

Team members signing in with single sign-on (SSO).

Team members who have two-factor authentication (2FA) turned on.

End users signing in to your help center.

If you currently do not have Zendesk authentication turned on but decide to in the future, 2SV is automatically turned on on your account. If you currently have two-factor authentication (2FA) turned on but decide to turn it off in the future, 2SV is automatically turned on on your account.

When is Zendesk making this change?

This rollout will be completed by Pod. The following is the rollout schedule. See How do I learn what Pod I am on? if you’re unsure of your account Pod.

October 27, 2025: pod 26

October 29, 2025: pods 15, 25, 30

November 3, 2025: pods 13, 17, 18, 19, 31

November 5, 2025: pods 20, 23, 27, 28, 29

What do I need to do?

To prepare for this change, administrators should inform team members using email and password to sign in to Zendesk to verify that they can access the primary email address listed in their Zendesk profile. If they cannot access that email’s inbox, they must update their primary email address to one that they can access.

If you decide to no longer use Zendesk authentication as an option for how team members sign in or decide to turn on 2FA, you will not be affected by this rollout. End users signing in with Zendesk authentication are also not affected by this rollout.