Announcing email as an additional method for receiving two-factor authentication (2FA) passcodes

Announced on | Rollout starts | Rollout ends
December 11, 2025 | December 11, 2025 | December 16, 2025

Zendesk now offers email as an additional option for receiving two-factor authentication (2FA) passcodes. In addition, two-factor authentication is now required with every sign-in for users with 2FA enabled.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Starting today, Zendesk is giving team members and end users greater flexibility and convenience when signing in securely by offering email as an additional method for receiving their two‑factor authentication (2FA) passcodes.

Additionally, the “Don’t ask again in 30 days” option has been removed, and all users with 2FA turned on will now complete 2FA verification on every sign-in.

Why is Zendesk making this change?

This change provides more flexibility, helps ensure users always have a reliable way to complete secure authentication, enables a more accessible 2FA experience, and helps drive broader adoption of multi‑factor authentication.

What do I need to do?

No action is required. For more information on 2FA, see the following articles:

For admins: Managing two-factor authentication

For agents: Using two-factor authentication to sign in to Zendesk Support

For end users: Accessing help center with two-factor authentication

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.