Multi-Factor Authentication (MFA) for Help Center

Multi-Factor Authentication (MFA) for Help Center

Multi-Factor Authentication (MFA) is a security process that adds an extra layer of protection by requiring users to provide two or more verification factors to access an account, system, or application. After entering their credentials, users must complete an additional verification step, typically by providing a Time-Based One-Time Password (TOTP) generated through an authenticator app such as Zoho OneAuth, Google Authenticator, Microsoft Authenticator, or Duo Auth.

Enabling MFA enhances account security by reducing the risk of unauthorized access, even if credentials like passwords are compromised.

To enable MFA for help center
  1. Navigate to Setup > Channels > Help Center.
  2. Select the help center to configure MFA.
  3. Select User Authentication.
  4. Click the MFA tab and click Enable MFA. 
  5. Check the I have read and agreed to the Terms of Use box.
  6. Click Enable MFA.
  7. Select one of the options in Lifetime of MFA:
    1. Ask every time - Select this option if users must provide authentication every time they sign in.
    2. 180 days - By default, 180 days is selected for the users to provide authentication once every 180 days after signing in.
    3. Custom - Specify a custom duration (up to 180 days) for how often users are required to provide authentication.
  8. Click Save.

Setting up authenticator app

When users sign in to the MFA enabled help center, they are notified that MFA is enabled and they must configure the authenticator app to provide the TOTP.
Notes
Note:
  1. Users who are configuring MFA for their account will be prompted to enter TOTP, even if MFA is disabled later for the Help Center.
  2. The downloaded backup codes must be saved for account recovery.
To set up authenticator app
  1. Sign in to the Help center using the credentials.
  2. In the OTP Authenticator section, click Configure.
  3. Open the authenticator app on the mobile device.
  4. Scan the QR code or enter the code manually to authenticate.
  5. On receiving the OTP, click Next.
  6. Enter the verification code, and click Verify.
  7. Click Enable MFA.
  8. Click Generate backup codes to generate backup authentication when the account must be retrieved and click Download.
  9. Click Continue to Sign in.

Reset MFA 

Admins can reset the MFA for a user when they lose access to their authenticator app or doesn't have any backup code to login to the help center. Once the MFA is reset, an email is sent to the user that the MFA is reset and authentication must be configured again to access the help center.

To reset MFA
  1. Navigate to Setup > Channels > Help Center.
  2. Select the help center where MFA is configured.
  3. Select Users.
  4. Hover on the username and click the Edit icon.
  5. Click Reset MFA.
  6. In the confirmation pop-up, click Reset now.
     

Disabling MFA 

Admins can disable MFA anytime required. The users who configured their account when MFA was enabled will still be prompted even if MFA is disabled. New users will not get the option to configure MFA.

To disable MFA for help center
  1. Navigate to Setup > Channels > Help Center.
  2. Select the help center where MFA is configured.
  3. Select User Authentication.
  4. Click the MFA tab.
  5. Toggle off Multi-Factor Authentication.