I have a verified user who has a merged account. He’s been converted to an agent but is unable to reset his password. He gets the link but when he tries to login, it tells him that he’s used the password before. He’s never logged in.
He’s cleared his cache and cookies and tried two different browsers with no success.
I’ve removed him as an agent and promoted him to an agent again with no success.
What else can we do?
I’ve not had that specific problem before, but have you tried going into the NeoCentre and removing him there? sometimes the permissions in the app Service/Desk/chat get out of sync with the “master” in Neo
As an org admin in the Neo admin centre, you will be able to reset the agent’s password.
But he should have verified or logged in at least once.
I have a ticket open regarding our Neo access. While I am an org admin (added by a FreshService agent) I am unable to access anything. We don’t have anyone who is currently able to use Neo.
You can reset the agent’s password directly from your end via the Neo platform. Once reset, the agent can use the new password to log in.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.