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Two-factor authentication (2FA)

What is two-factor authentication? Why is it required?

Every company’s support desk contains sensitive customer information that cannot be risked exposure. If an agent’s password is compromised, it can potentially cost a company its reputation. The two-factor authentication system addresses this concern.

2FA adds another layer of authentication to the usual signing in process. Apart from the login and password, you are required to identify yourself through codes generated from the Google Authenticator app, which would be installed in your phone. This way, even if your password is compromised, the hacker has to get hold of your mobile device to be able to access the codes necessary for successful authentication.

How can I enable 2FA for my account?

Here are the steps to enable 2FA for your account.

  • Click on the profile photo in the top left corner of the SupportBee interface
  • Click on the option ‘Security’
  • Follow the steps described under ‘Two-factor authentication (2FA)’
  • Click on ‘Enable Two-factor authentication’

Is there information on who has enabled 2FA within an organization?

To see which of your agents/admins have enabled 2FA (and who haven't), admins can visit Admin > Users.

How can I access the account if I lose my mobile device?

If you lose your mobile phone, an account admin can be contacted to disable 2FA. The admin can visit Admin > Users, click on the Edit link and then click on the "Disable Two-factor authentication" button to disable 2FA for you.