Managing two-factor authentication

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<p id="docs-ai-summary-content">Enhance security by enabling two-factor authentication, requiring users to verify their identity with a passcode. This feature reduces unauthorized access risks and is applicable to users signing in with email and password. You can track usage with a 2FA status report and have the option to turn it off if needed. Note that it doesn't affect API calls using an API token.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Security &gt;
Advanced</span>
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<p class="p">Two-factor authentication is an added security layer that requires users to verify their identity
after signing in using a passcode, reducing the risk of unauthorized access.
You can require two-factor authentication, or each user can set up
two-factor authentication for their own use.</p>
<p class="p">Two-factor authentication applies to users who sign in to your Zendesk using Zendesk
authentication (email and password). It's not available for users who sign
in using third-party authentication, such as Google authentication services,
JWT, or SAML. However, these users might still be able to use third-party
two-factor authentication, such as Google 2-Step Verification, if you're
using Google authentication.</p>
<p class="p">Zendesk recommends turning on two-factor authentication to help protect against
potential situations that could result in an admin or agent account being
compromised, such as a leaked password. If you require two-factor
authentication, it's a good idea to periodically generate a 2FA status
report to track who's using two-factor authentication to access their
Zendesk account.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_w5w_kfk_gs__ul_wwy_tp4_hwb">
<li class="li"><a class="xref" href="#topic_ebn_v44_hwb">Important considerations before turning on two-factor authentication</a></li>
<li class="li"><a class="xref" href="#topic_mzk_l5b_dx">Requiring two-factor authentication on the account</a></li>
<li class="li"><a class="xref" href="#topic_vjq_fgk_gs">Tracking who's using two-factor authentication</a></li>
<li class="li"><a class="xref" href="#topic_ryl_c5z_kgc">Turning off two-factor authentication</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_w5w_kfk_gs__ul_f2w_kq4_hwb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8197977742874" target="_blank">Getting recovery codes for team members locked out of their accounts</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887573274" target="_blank">Understanding options for end-user access and sign-in</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ebn_v44_hwb">
<h2 class="title topictitle2" id="ariaid-title2">Important considerations before turning on two-factor authentication</h2>
<div class="body">
<div class="p">Before turning on two-factor authentication, make sure you understand the
following important considerations:<ul class="ul" id="topic_ebn_v44_hwb__ul_djf_dp4_hwb">
<li class="li">You can use two-factor authentication on the Zendesk
website or with the Zendesk iOS or Android apps.
However, the Zendesk REST API doesn't currently
support two-factor authentication. See <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/using-the-api-with-2-factor-authentication-enabled" target="_blank">Using the API when SSO or
two-factor authentication is enabled</a> in the
developer documentation.</li>
<li class="li">Requiring two-factor authentication turns off
password-based authentication to the Zendesk API.
Zendesk recommends moving to another authentication
method for API calls as soon as possible because
password access <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7386291855386" target="_blank">will be
removed</a> in January 2026.</li>
<li class="li">Requiring two-factor authentication does not impact API
calls that are using an <a class="xref" href="https://developer.zendesk.com/api-reference/introduction/security-and-auth/#api-token" target="_blank">API token</a>. </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mzk_l5b_dx">
<h2 class="title topictitle2" id="ariaid-title3">Requiring two-factor authentication on the account</h2>
<div class="body">
<p class="p">You can require two-factor authentication for all team members, all end users, or both user
types. Once this setting is turned on, users will be required to set
up two-factor authentication the next time they sign in. Users see
the following dialog after entering their email and password.</p>
<p class="p"><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/2FA_start_setup.png" width="500"></p>
<p class="p">The two-factor authentication wizard guides users through the process,
which includes options for how they'd like to receive a passcode:
authenticator app, email, or SMS. </p>
<div class="p">You can optionally notify users of the change and include a link to an
article for more information about two-factor authentication: <ul class="ul" id="topic_mzk_l5b_dx__ul_yyn_5tc_h2c">
<li class="li">For admins and agents: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829277466" target="_blank">Using two-factor authentication
to sign in to Zendesk Support</a>
</li>
<li class="li">For end users: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6429382053530" target="_blank">Accessing help
center with two-factor authentication</a>
</li>
</ul>
</div>
<p class="p">When you require two-factor authentication, users are prompted for a
passcode every time they sign in. </p>
<p class="p"><strong class="ph b">To require two-factor authentication</strong></p>
<ol class="ol" id="topic_mzk_l5b_dx__ol_wzk_l5b_dx">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mzk_l5b_dx__d9e369" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Security &gt; Advanced</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Authentication</strong> tab.</li>
<li class="li">Select the options that apply:<ul class="ul" id="topic_mzk_l5b_dx__ul_wtl_f5c_h2c">
<li class="li"><strong class="ph b">Require two-factor authentication (2FA) for
team members</strong></li>
<li class="li"><strong class="ph b">Require two-factor authentication (2FA) for
end users</strong></li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_vjq_fgk_gs">
<h2 class="title topictitle2" id="ariaid-title4">Tracking who's using two-factor authentication</h2>
<div class="body">
<p class="p">You can generate a 2FA status report, in the form of a CSV spreadsheet, listing all the admins
and agents in your account and whether or not they're using
two-factor authentication. It's a good idea to do this periodically
if you require two-factor authentication. This option is not
available to track end users.</p>
<p class="p"><strong class="ph b">To generate a 2FA status report</strong></p>
<ol class="ol">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vjq_fgk_gs__d9e369" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Security &gt; Advanced</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Authentication</strong> tab. </li>
<li class="li">Click <strong class="ph b">Generate 2FA status report</strong>.</li>
<li class="li">Check your Zendesk email. You should get an email shortly with a link to download the spreadsheet.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ryl_c5z_kgc">
<h2 class="title topictitle2" id="ariaid-title5">Turning off two-factor authentication</h2>
<div class="body">
<p class="p">You can turn off two-factor authentication if you no longer want to
require it on your account. After you turn it off, users will no
longer be required to enter a passcode when signing in, unless they
have turned on two-factor authentication for themselves in their
profile.</p>
<div class="p">If you turned off two-factor authentication but users are still being
prompted for a passcode, users can refer to the following resources
to turn it off:<ul class="ul" id="topic_ryl_c5z_kgc__ul_q3q_3d1_lgc">
<li class="li">For agents: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829277466#topic_p3p_zhk_gs" target="_blank">Turning off
two-factor authentication</a>
</li>
<li class="li">For end users: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6429382053530" target="_blank">Turning off
two-factor authentication</a>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To turn off two-factor authentication</strong></p>
<ol class="ol" id="topic_ryl_c5z_kgc__ol_mtj_f5z_kgc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ryl_c5z_kgc__d9e369" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Security &gt; Advanced</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Authentication</strong> tab.</li>
<li class="li">Deselect the options that apply:<ul class="ul" id="topic_ryl_c5z_kgc__ul_ntj_f5z_kgc">
<li class="li"><strong class="ph b">Require two-factor authentication (2FA) for
team members</strong></li>
<li class="li"><strong class="ph b">Require two-factor authentication (2FA) for
end users</strong></li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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