This guide explains how to configure password policies for User accounts in Deskpro. You will learn how to set password complexity requirements, reset User passwords, and manage authentication options.
Configuration
Go to CRM > User Auth & SSO > Deskpro > Password Policy in the Admin Interface.
Select your preferred policy option:
Standard policy: This is selected by Default. Requires user passwords to be at least 5 characters long.
Custom policy: Allows you to specify stricter requirements to improve security (e.g., minimum length, symbols, numbers).
Password policies apply the next time each User sets a new password. Existing passwords that do not meet the policy will not be automatically reset.
Reset a User’s password
Go to the User record in the Agent Interface.
Click the three dots menu.
Select one of the following:
Reset Password – Sends the User an email with a reset link.
Set Password – Allows you to create a new password for the User.
Troubleshooting & FAQs
Password reset link expired?
Reset links expire after a set period for security reasons.
Re-send the reset email from the User record in the Agent Interface.
New password not accepted?
Confirm the password meets the current Password Policy requirements.
Policy changes not applied to existing Users?
Password policies only apply when Users set a new password.
Existing Users won’t be forced to update unless their password is manually reset.
If you recently updated the policy, the User must create a password that matches the new rules.
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