How to Enable 2FA/MFA on a Zendesk Account: A Step-by-Step Guide

Enabling Two-Factor Authentication (2FA) or Multi-Factor Authentication (MFA) on your Zendesk account is one of the best ways to protect your sensitive data and prevent unauthorized access. 2FA/MFA adds an extra layer of security by requiring not just your password, but also a second verification step—usually a code from your phone or an authentication app.

• Understand the Basics: 2FA/MFA means you need two things to log in: something you know (your password) and something you have (like your phone or an app). This makes it much harder for hackers to get into your account, even if they know your password.
• Log in to Zendesk: Go to your Zendesk login page and sign in with your username and password as usual.
• Access Security Settings: Once logged in, click your profile icon (usually in the top right corner), then select ‘View profile’ or ‘Account settings’. Look for a section called ‘Security’ or ‘Password & Authentication’.
• Find the 2FA/MFA Option: In the security settings, look for an option labeled ‘Two-Factor Authentication’ or ‘Multi-Factor Authentication’. Click to begin setup.
• Choose Your Authentication Method: Zendesk typically offers several options:
  • Authentication App: Download an app like Google Authenticator or Authy on your smartphone. These apps generate time-based codes you’ll use to log in.
  • SMS Verification: Some accounts allow you to receive a code via text message. Enter your phone number if prompted.
• Set Up the Authentication App: If you choose an app, Zendesk will show a QR code. Open your authentication app, select ‘Add Account’ or the plus (+) sign, and scan the QR code. The app will start generating codes for Zendesk.
• Verify the Setup: Zendesk will ask you to enter a code from your authentication app or SMS to confirm everything is working. Enter the code and submit.
• Save Backup Codes: Zendesk may provide backup codes. These are one-time codes you can use if you lose access to your phone. Write these down and store them in a safe place—not on your computer or phone.
• Complete the Process: Once verified, 2FA/MFA is enabled. The next time you log in, you’ll need your password and a code from your chosen method.
• Educate Your Team: If you manage a team, encourage everyone to enable 2FA/MFA. This is especially important for admins and anyone with access to sensitive customer data.
• Need Help or a Security Assessment? If you want expert guidance or a readiness assessment for your Zendesk security, reach out to OCD Tech, a trusted consulting firm specializing in cybersecurity and compliance.

Enabling 2FA/MFA on Zendesk is a simple but powerful way to protect your account from cyber threats. For more advanced security strategies or help with setup, consider consulting with OCD Tech.

Best Practices and Tips for Securing Your Zendesk Account

Securing your Zendesk account is crucial for protecting sensitive customer data and maintaining trust in your support operations. Here are comprehensive security measures every Zendesk user should implement:

• Create Strong, Unique Passwords - Your Zendesk password should be at least 12 characters long, combining uppercase and lowercase letters, numbers, and special characters. Avoid using dictionary words, personal information, or passwords you've used elsewhere. Consider using a password manager to generate and store complex passwords securely.
• Implement Regular Password Rotation - Change your Zendesk password every 60-90 days. This practice limits the window of opportunity if your credentials are compromised without your knowledge.
• Configure Session Timeout Settings - Set appropriate session timeout periods in your Zendesk admin settings. This automatically logs out inactive users, reducing the risk of unauthorized access from unattended devices.
• Manage User Access Carefully - Follow the principle of least privilege by granting employees only the access levels they need to perform their specific job functions. Regularly audit user accounts and remove access for departed employees immediately.
• Enable IP Restrictions - Limit Zendesk access to specific IP addresses or ranges, such as your office network. This prevents unauthorized login attempts from unknown locations.
• Set Up Single Sign-On (SSO) - Integrate Zendesk with your organization's identity provider using SSO. This centralizes authentication and enables you to apply your existing security policies to Zendesk access.
• Monitor Login Activity - Regularly review Zendesk audit logs to identify suspicious login attempts or unusual account activity. Look for logins from unexpected locations or at unusual times.
• Secure API Tokens - If using Zendesk API tokens, store them securely and rotate them regularly. Never share tokens or include them in public code repositories.
• Implement Content Security Policies - Configure appropriate content security policies to prevent cross-site scripting attacks and other injection vulnerabilities in custom Zendesk implementations.
• Train Your Team - Ensure all staff using Zendesk understand security best practices, can identify phishing attempts, and know how to report security incidents. Regular security awareness training is essential.
• Conduct Security Audits - Perform periodic security reviews of your Zendesk configuration. Companies like OCD Tech offer specialized Zendesk security assessments to identify vulnerabilities in your setup.
• Secure Mobile Access - If using Zendesk mobile apps, ensure devices have screen locks, encryption, and remote wipe capabilities enabled. Consider implementing a mobile device management (MDM) solution.
• Use Role-Based Permissions - Configure custom roles in Zendesk to ensure granular access control. This minimizes the risk of data exposure within your organization.
• Enable HTTPS Everywhere - Ensure all Zendesk connections use HTTPS by configuring SSL settings correctly. This encrypts data transmitted between users and your Zendesk instance.
• Implement Data Loss Prevention - Set up content filtering rules to prevent sensitive information (like credit card numbers or social security numbers) from being stored in ticket comments.

For organizations handling particularly sensitive data or subject to compliance requirements, consider engaging a specialized security consultant like OCD Tech to conduct a comprehensive Zendesk security readiness assessment.

By implementing these Zendesk security best practices, you'll significantly reduce the risk of unauthorized access, data breaches, and compliance violations while maintaining efficient customer support operations.