Managing Two-Factor Authentication for Admins

Two-factor authentication (2FA) adds an additional layer of security to staff accounts. With 2FA required, staff members will need to provide a 6-digit passcode in addition to their password when signing in. This passcode can be retrieved using an authenticator app or via email.

Note: Two-factor authentication will be by-passed when third party authentication is used such as Google or Azure login since they can require their own two-factor setup.

Requiring 2FA

To enable and require 2FA for your helpdesk:

1. Navigate to Admin → Account → Security.
2. Inside the Password configuration section, toggle on the Require 2FA option.
3. Save your changes.

Once required, 2FA settings become visible to all staff members, and they will be prompted to complete setup at their next sign-in.

Generating Recovery Codes for staff members

If a staff member loses access to their 2FA method and recovery codes, admins can generate a new recovery code.

To generate a recovery code for a staff member:

1. Go to the Users → Staff
2. Select the staff member's profile.
3. Go to the authentication tab.
4. Under the Two Factor Authentication section click Generate One Time Recovery Code.
5. Share the code securely with the staff member.