Hello Zoho Desk Team,

First of all, thank you for recently adding support for Multi-Factor Authentication (MFA) in the Zoho Desk Help Center. We’re very happy to see this enhancement go live, especially since this was a highly requested security feature.

However, we noticed that there is currently no way for administrators to reset a customer’s MFA configuration when needed.

Current Limitation:

Once a Help Center user enables MFA, there is currently no administrative option to:

• Reset the MFA setup
  

• Remove the registered authenticator device
  

• Force reconfiguration of MFA for the user
  

At the moment, if a customer loses access to their authenticator app or changes devices, administrators have no way to assist them directly.

Feature Request:

We kindly request the addition of a “Reset MFA” option in the Help Center user/contact management area within Zoho Desk.

For example:

• A button in the user/contact settings page

• An admin action to clear the current MFA enrollment

• Optionally, the ability to force the user to reconfigure MFA on next login

Why This Matters:

This functionality is critical for real-world MFA management scenarios, such as:

• Users changing phones

• Lost or reset authenticator apps

• Locked-out customers

• Security incidents requiring MFA reset

Existing Precedent in Zoho Products:

A similar capability was previously requested and later implemented for the Zoho Creator Client Portal, which demonstrates the importance and practicality of this functionality across customer-facing Zoho platforms.

Because MFA is now supported in Zoho Desk Help Center as well, we believe the same administrative controls should be available here too.

Thank you very much for considering this request and for continuously improving the security capabilities of Zoho Desk.

Best regards,
Ram