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We have a few agents with a new phone, they need to add Freshdesk to their OTP-generator app. They log in after I sent them a recovery code, but where do they find the QR code to sync the app?

Hi @markus.finster ,

Welcome to Freshworks Community :)
 

Regarding your concern, To add Freshdesk to your authentication app, the agents will need to log in first. Reach your org admin. They can enable two-factor authentication for agents individually. Sometimes the QR scan will not be visible if the authentication is already enabled. Since the QR scanner will be shown for the first time for agents to log in.

 

If you want to reaccess them, the Org admin can disable the two-factor mechanism manually from security settings and then enable them back. By doing this, your agents can sync the code with their authenticator app. Refer to the below article for more information: Enable/Disable Two-factor authentication


Here’s to you,
Vidya D

Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

We have a few agents with a new phone, they need to add Freshdesk to their OTP-generator app. They log in after I sent them a recovery code Read more, but where do they find the QR code to sync the app?

 

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