Multifactor AuthenticationΒΆ

Multifactor Authentication, sometimes referred to as Two Factor Authentication, adds an extra layer of authentication set up for Agents.
when they log into the helpdesk. Once they correctly submit their username and password, they will be required to submit a token to finish logging into the helpdesk.

Agents can configure their Default 2FA settings by going to their profile.

Agent Profile


Agent Profile 2FA

By default, Agents are not required to set up Multifactor Authentication. An administrator can require Multifactor Authentication by going to:

Admin Panel | Settings | Agents | Require agents to turn on 2FA

Require Multifactor Authentication

Once enabled, Agents will be required to configure and save their Default 2FA method before accessing the helpdesk.

Configure 2FA


2FA Options


Configure Email 2FA 1


Configure Email 2FA 2


Configure 2FA Token


Configure 2FA Verify Token

Once 2FA has been configured, the Agent must also save the configured method as well.

Choose Default 2FA


Save Default 2FA

The next time the Agent logs into the helpdesk, they will be prompted to enter a token to finish logging into the helpdesk.


Agent Login


Agent Verify Token


Agent Token Email


Agent Submit Token

An administrator can edit the Email Template sent for the verification token by going to:

Admin Panel | Settings | Agents | Templates | Two Factor Authentication Email

Agent Email Templates


Two Factor Authentication Email Template

Note: The template variable that contains the token is %{otp}

In the event that an Agent becomes locked out of their account, an Administrator can reset their 2FA configuration by going to:

Admin Panel | Agents | click Agent | Reset 2FA

Reset 2FA