Managing two-factor authentication

<body>
<p id="docs-hc-snippet" style="display: none;">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>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Two-factor authentication adds a security layer by requiring a passcode after signing in, reducing unauthorized access risks. You can require it for team members and end users who sign in with email and password. It supports authenticator apps, email, or SMS for passcodes. You can track usage with a 2FA status report for admins and agents. It can be turned off anytime if no longer needed.</p>
</div>

<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Security &gt;
Advanced</span>
</div>
<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">On trial accounts, agents can’t receive passcodes by
text message. If you’re turning on two-factor
authentication for a trial account, agents must use
email or an authenticator app to get their codes.
(Text message delivery isn’t supported for end users
to receive passcodes on any account type.)</li>
<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 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__d9e399" 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__d9e399" 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__d9e399" 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>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408826974874-Managing-two-factor-authentication",
"url": "https://support.zendesk.com/hc/en-us/articles/4408826974874-Managing-two-factor-authentication",
"headline": "Managing two-factor authentication",
"description": "You can manage two-factor authentication settings to require, track, or disable additional security verification for users signing in with email and password authentication.",
"articleSection": "User sign-in",
"datePublished": "2021-10-16T03:28:54+00:00",
"dateModified": "2026-06-24T18:44:49.295995+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408826974874-Managing-two-factor-authentication"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>