Resetting User Passwords - Frequently asked questions
Frequently asked questions
How can administrators reset a user's password in Zendesk?
Administrators can reset a user's password by sending a reset email to the user's registered email address. This email contains a link that allows the user to reset their password. Only administrators have the ability to send this reset email. To…
Can non-admin agents reset user passwords in Zendesk?
Currently, only administrators can reset user passwords in Zendesk. This limitation means non-admin agents do not have the capability to send password-reset emails. Zendesk acknowledges the need for this functionality and encourages users to…
What should I do if I can't find the 'Edit' option to reset a password?
If you're unable to find the 'Edit' option when trying to reset an end user's password, ensure you are viewing the correct profile. To access an end user's profile, click the user's name on the Customers page. Once on the profile, navigate through…
Why does Zendesk recommend using the email reset workflow?
Zendesk recommends using the email reset workflow over manually setting passwords to enhance security. This method helps prevent common hacking techniques where attackers pose as frustrated customers to gain unauthorized access. By using the email…
Can I manually set a user's password in Zendesk?
Yes, administrators can manually set a user's password if the account owner has enabled this option. Instead of selecting 'Reset' in the password reset steps, choose 'Set' and specify a new password for the user. However, Zendesk advises using the…
What issues might users face when resetting passwords in different browsers?
Users may encounter issues with third-party cookies when resetting passwords in different browsers. For instance, in Safari, users need to accept cookies from a third party, which requires clicking a specific icon. In Chrome and Firefox, there…
Is it possible to trigger the email reset workflow via API in Zendesk?
Currently, there is no supported way to trigger the email reset workflow via API in Zendesk. This process is only available through the user interface. The account owner can change their own password, but there isn't a method to initiate the…
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