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Sign InTwo-Factor Authentication (2FA)
Two-Factor Authentication (2FA) is now possible in OneDesk. By enabling 2FA, a user’s account becomes more secure.
When 2FA is enabled in OneDesk, a code is sent out to your organization's users (using the email address they sign in with). After each user enters this code, 2FA will now be enabled for the respective user - they now must input a code to verify their identity upon accessing OneDesk.
How to Enable 2FA in OneDesk
To set up 2FA for every User in your organization or change existing 2FA requirements, first navigate to more applications -> administration -> company preferences, and then to the security tab:
This tab houses security-specific settings inside OneDesk. You can choose to enable or disable 2FA here, as well as whether users are automatically logged out after they have been inactive for 3 hours straight.
Note: We recommend that when enabling 2FA that you also disable the Mobile-Friendly Web App and Google Firestore. To do so, go to more applications -> administration -> customer apps -> uncheck Google Firestore:
Enabling 2FA in OneDesk
From the security tab, check the box marked as “require 2-Factor Authentication for users in my organization” to start the process of enabling 2FA. Once you check this box, a code will be sent to the email you use to login to OneDesk, and a popup will appear prompting you to enter this code:
Enter the code you received and hit the “verify” button to enable 2FA. You can also resend the code if it has not been received, or cancel the setup if needed.
Once 2FA has been enabled on your account, every User in your account will need to input a code which has been sent to your email address when you log in to OneDesk. This will help keep your account more secure by adding one more layer of protection before someone can potentially gain access to any information you have inside OneDesk.
What to do if the Code is not received or cannot login
If you do not receive a code from the first attempt, and also still do not receive one after selecting the “resend code” option, or you cannot log in, there are a few steps you can take to get things back on track.
Firstly, the code you receive to enable 2FA is sent to your login name email, not your notification email address. If you use a separate login name than your notification email address, this could be the cause of you not receiving the code. To check a user’s login email, navigate to more applications -> users, and double click the user who you wish to check. The login email will be beside their notification email:
The notification email can be changed from your side, while the login name cannot. If you require a user’s login email to be changed for whatever reason, please contact support@onedesk.com.
Once making sure you are accessing the correct email and you are still not receiving a code, be sure to check your login email’s spam folder.
If you are still not receiving an email with the verification code after verifying using the login email and checking your spam folder, get in touch with your company’s administrator account to trace the emails and see if they are being delivered. If you are not using your own SMTP server, they can do this within OneDesk from more applications -> administration -> emails -> outgoing:
You will see whether an email is delivered, not delivered, or still processing from this menu. If the email is processing, it may just take some time before it is received. If there is a failure in delivery, checking the details will provide information as to why. For more information on monitoring emails, refer to this article.
Please note that for security reasons, the 2FA code cannot be seen here, nor can the OneDesk support team provide you with the code.
In the meanwhile if still waiting for your code and/or cannot login, your company administrator can disable 2FA to allow you to log in - just uncheck the checkbox that requires 2FA for all users in the organization.