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If a user or customer has forgotten their password, the password reset request email can be triggered. The email contains a link to change the password and can be triggered from a few locations.

For Users

Reset password from the login page

A user can reset a password from the OneDesk login page (via app.onedesk.com or the mobile app). The user should select ‘reset password’ then enter the email they use to login to OneDesk.  This will send the password reset email to this email address. 

From the user’s profile page

You can send the reset password request from a user’s profile page. Typically, this might be done for another user who cannot access OneDesk due to a forgotten password. Go to Users application (left side bar) and open the user’s profile page. Beside their login name, select the reset password icon. This action will send that user an email to reset their password. 

For Customers

Send password reset from the portal login page

A customer can reset their own password from your portal’s login page. The customer should select ‘reset password’ then enter the email they use to login to the portal.  This will send the password reset email to this email address. 

Send password reset from a customer's profile page

You can send the reset password request from a customer’s profile page. This option is best if you want to trigger the reset on behalf of a customer. Go to Customers app (left side bar) and open the customer’s profile page. Beside their login name, select the reset password icon. This action will send that customer an email to reset their password.