Go to Agents > Auth & SSO and click Manage to set the requirements for creating Agent account passwords.

By default, Deskpro requires that passwords are only 5 characters long. You can use the Custom Policy option if you want to set a more restrictive policy for security reasons.

The policy will only apply the next time each Agent sets their password. When you set a new password policy, Agents whose passwords do not meet the policy will not be forced to change them (unless you set a maximum password age that their password exceeds).

You can reset or change Agents' passwords from the Admin interface. Go to Agents > Agent Profiles, select the Agent whose password you want to change; to reset, select Reset Password from the gear menu at top right, next to the Agent's name. Or you to set an Agent's password click Set Password.

You choose whether to randomly generate a new password, or enter one yourself. If you enter one yourself the new password will be emailed to the Agent.

See the  Restore admin access from CLI Knowledgebase article for details.