{"id":36634,"date":"2026-05-09T09:30:34","date_gmt":"2026-05-09T09:30:34","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=36634"},"modified":"2026-05-09T10:07:27","modified_gmt":"2026-05-09T10:07:27","slug":"agent-authentication","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/agent-authentication\/","title":{"rendered":"Setting up agent authentication"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Agent authentication settings allow you to control how agents access your helpdesk and define the security measures\u00a0required\u00a0during sign-in. This includes configuring login methods, enabling multi-factor authentication (MFA), setting password rules, and managing session behavior.<\/span>\u00a0<\/span><\/p>

These settings help ensure secure access to your helpdesk while giving you flexibility to manage authentication based on your organization\u2019s needs.<\/span>\u00a0<\/span><\/p>

However, it is important to note that only admins or agents with permission to access Settings can view and configure agent authentication.<\/span>\u00a0<\/span><\/p>

To access these settings:<\/span>\u00a0<\/span><\/p>

Go to Settings > Security and Compliance > Agent Authentication<\/strong><\/span>\u00a0<\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"agent-authentication-portal-access\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Available settings in agent authentication <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Agent authentication includes the following sections:<\/span>\u00a0<\/span><\/p>

  1. Portal Access<\/span>\u00a0<\/span><\/li>
  2. Multi-Factor Authentication (MFA)<\/span>\u00a0<\/span><\/li>
  3. Password Requirements<\/span>\u00a0<\/span><\/li>
  4. Session Configuration<\/span>\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    1. Portal access <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Portal access controls how agents sign in to your helpdesk.<\/span>\u00a0<\/span><\/p>

    You can define whether agents log in using:<\/span>\u00a0<\/span><\/p>