Our support center have recently started using Zoho Desk and I've been faced with issues about setting up a password, and using the Forgot password option. On the invitation link provided to the agents upon creation of their account, they are immediately logged in to the system without having to set up a password, and going to Zoho Accounts to change password requires the current one which they don't have. So best I can advise them is to use the Forgot Password option.

However, agents have been complaining about receiving emails for the Forgot Password, they have to try at least 3 times to get it, and I'm pretty sure it's not our security as they were able to receive the agent invitation in the first place, and alerts afterwards.

Can we advise the correct step in setting up a password? Can it be added to the link?

Thanks,

Jordanne