If 2FA is enabled on the helpdesk, you can manage your 2FA set up from Agent Profile > Preferences > Security. Or if 2FA has been made a mandatory step in the helpdesk, you may be prompted to set it up at login.

Depending on what your Admins have set up, 2FA can be enabled with two different methods via Email or via an Authenticator App.

Authenticator App

Set up via Agent Preferences

To set up 2FA with an Authenticator app, click Set up an Authenticator App, this will generate a QR code and passphrase. You will need to name your authenticator.

Then, from your authentication app, scan the QR code or enter the passphrase which will generate a TOTP (Time-base One Time Password) verification code in your app or auth service, once you enter this and click Save it will enable 2FA on your account.

Set up as a Required Step

If you're using an Authentication App and 2FA is required on your helpdesk, you will need to do this setup from the login screen. When you enter your credentials to log into the helpdesk, you will be prompted to Setup an Authenticator app:

When you click on the setup, it will generate a QR code and passphrase.

You will need to name your authenticator.

From your authentication app, scan the QR code or enter the passphrase which will generate a TOTP (Time-base One Time Password) verification code in your app or auth service.

Once you've entered the information, click Create & Sign in this will log you into your account with 2FA set up.

Email Authentication

Set up via Agent Preferences

To set up 2FA with Email Authentication, click Set up Email Authentication.

This prompt you to name your Authenticator, and choose the email address you want to be your authentication source, once you've done this click Send Code

You will then receive an email with your verification code

Enter the code and hit Save.

When 2FA is enabled you will see Your Authenticator with the name you set up.

Set up as a Required Step

If 2FA is made mandatory on your helpdesk, when you enter your credentials to log into the helpdesk you will be prompted to set up your 2FA from the login screen.

When you click on the setup, it will open the same set up form. You will need to name your authenticator, select the email you want to use, and then hit Send to receive the TOTP.

Once you've entered the TOTP, click Create & Sign in this will log you into your account with 2FA set up.

Grace Period

Your admins may have added a Grace Period, within which you need to set up 2FA on your account.

Until the grace period has passed, you will be able to skip the 2FA set up and log into your account with your normal credentials. You will be alerted as to when the grace period ends at the login:

Once 2FA is set up on your account, whenever you go to login to your account you will see this field after entering your credentials which will require you to enter the TOTP from your auth app or email.