Two-factor authentication

One reused password on one agent account is enough to read every conversation, every contact and every order you have ever handled. A helpdesk login opens the whole customer base, which is exactly why a second factor is the cheapest protection you can put in front of it. As part of the Got Your Back release, we’re taking a closer look at two-factor authentication in Herodesk.

A second step at sign-in

Two-factor authentication adds one more check on top of the password when someone logs in. A leaked or guessed password is no longer enough on its own to reach your customer data. The attacker would need the second factor too, and they don’t have it.

On for one person, or required for everyone

Anyone can switch 2FA on for their own account whenever they like. Admins can go further and require it across the whole account, so stronger sign-in isn’t left to who remembers to opt in: a box that security reviews and customer questionnaires often ask you to tick.

Recovery without locking anyone out

Phones get lost and replaced. When that happens, an admin can reset a user’s 2FA so they can set it up again, rather than being locked out for good. It works alongside single sign-on, or on its own where SSO isn’t in place, and the changes are traceable in the audit log.

Where to find it

Each person manages their own 2FA in their user settings; account-wide enforcement lives in admin settings. It’s part of the autumn Got Your Back release. Two-factor authentication is available on Herodesk Pro. Read more on the Two-factor authentication feature page.