For all Zendesk users (Agents, Admins, and End Users – if enabled)

Overview (What is 2FA?)

• Two‑Factor Authentication (2FA) adds an extra layer of security to your Zendesk account.
• Instead of logging in with just your password, you will also need a one‑time code generated on your mobile device or sent to you.
• This helps protect your account even if your password is compromised.

What You Need Before You Start?
Before setting up 2FA, please make sure:

• You have access to your Zendesk account login
• You have a smartphone available
• You can install an Authenticator App (any one of the below):
  • Google Authenticator
  • Microsoft Authenticator

Step‑by‑Step: Set Up 2FA in Zendesk

Step 1: Log in to Zendesk

• Open your browser and go to your Zendesk login page.
• Link : support.pro-vigil.com
• Sign in using your email and password.

📸 Screenshot 1: Login Page(Please make sure you choose Agent sign-in  not customer sign-in)

📸 Screenshot 2: Enter the recovery code provided by the administrator or if saved previously 

Step 2: Go to Your Profile Settings

1. Click on your profile icon in the top‑right corner
2. Select View profile from the dropdown

📸 Screenshot 3: Profile icon 

 Screenshot 4: Profile icon → View profile → Security   

Step 3: Open Security Settings

1. On your profile page, click Security settings
2. Scroll to the section called Two‑factor authentication

📸 Screenshot 5: Security settings page →2FA → Manage

📸 Screenshot 6: Two-Factor Authentication(2FA) → Manage

Step 4: To Enable Two‑Factor Authentication

📸 Screenshot 7: Click on Set up 2FA→edit option →Next

📸 Screenshot 8: Or else you will get an edit option →Click Edit

📸 Screenshot 9: Click Next

1. After choosing Next it will take you to this page, where Zendesk will show you a QR code on the screen
   📸 Screenshot 10: Enable 2FA button & QR code

   

Step 5: Open Authenticator App on Your Phone

Open your authenticator app (Google Authenticator / Microsoft Authenticator)
📸 Screenshot 11: Scan QR code in Authenticator app

1. Tap Add account or + icon
2. Choose Scan a QR code
3. Scan the QR code shown on Zendesk

Step 6: Enter the Verification Code

1. After scanning, the app will generate a 6‑digit code
2. Enter this code in Zendesk(ex: pro-vigil-your work email.com below there will be a 6 digit code)
3. Click Verify or Confirm

📸 Screenshot 12: Entering 6‑digit code
 

Step 7: Save Recovery Codes (Very Important)

1. Zendesk will show recovery codes for your reference
2. Save these codes in a secure place (password manager or secure file)
3. These codes help you log in if you lose your phone

📸 Screenshot 13: Recovery codes screen(⚠️ Do not skip this step)

What Happens After 2FA Is Enabled?

• Each time you log in, you will:
  1. Enter your password
  2. Enter a 6‑digit code from your authenticator app

📸 Screenshot 14: Login screen(Please make sure you choose Agent sign-in )

📸 Screenshot 15: Login screen asking for 2FA code

Common Issues & Easy Fixes

Code Not Working?

• Make sure your phone time is set to Automatic
• Try generating a new code (codes refresh every 30 seconds)

Lost Your Phone?

• Use one of the recovery codes(If you have saved) or 
• Contact your Zendesk Admin for account reset

FAQs

Q: Can I disable 2FA later?
Yes, you can disable it from Security settings, but it is not recommended.

Q: Do I need the internet for the authenticator app?
No, the app works offline once set up.

Q: Is 2FA mandatory?
This depends on your organization’s security policy.

Best Practices

• Keep your recovery codes safe
• Do not share your 2FA codes with anyone
• Use only trusted authenticator apps

Need Help?

If you face any issues while setting up 2FA:

• Contact your Zendesk Administrator by raising a Support Ticket.