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.
Enabling two-factor authentication
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’
Checking 2FA status across your organization
To see which of your agents/admins have enabled 2FA (and who haven't), admins can visit Admin > Users.
Accessing your account after losing your 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.