Two-factor Authentication (2FA) provides an extra layer of security for your Support Reps by mandating an additional mode of authentication along with regular passwords. Two-Factor Authentication is applicable only for support reps.
Email verification: Support Reps will be required to verify an authentication code received via email.
Google Authenticator: Support Reps will be required to verify a time-based OTP (TOTP) generated by Google Authenticator app.
Go to Admin>>General Settings>>Two Factor Authentication.
Use the toggle button to enable two-factor authentication.
Under Settings, enable/disable backup codes using the toggle and do one or both of the following.
Enabling Email verification
Click Email verification to expand the section and then use the toggle to enable the mode.
Finally, click Save.
Compose the email template to be used for sending the verification code with the appropriate subject and message body. Use the variable $secretCode in the message body. This variable is replaced with a unique code each time the email is sent to the Support Reps.
Enabling Google Authenticator
Click Google Authenticator to expand the section.
Use the toggle to enable the mode.
On enabling two-factor authentication, Support Reps logging into the application must enroll themselves by following the steps given here.
Enrolling for email verification mode
Go to the login page, and provide the username and password.
In the enrollment form, choose Email Verification and click Next.
Enter your email address and click Send code.
Enter the verification code as received in your email to log in to the application.
Enrolling for Google Authenticator mode
Go to the login page, and provide your username and password.
In the enrollment form, choose Google Authenticator and click Next.
Using your Google Authenticator mobile app (Android/iOS), scan the QR code.
Alternatively, you can obtain the secret key by invoking click here below the QR code and enter it in your Google Authenticator app.
Now, enter the time-based OTP from Google Authenticator app into the textbox and click Verify code to log in to the application.
If you have trouble verifying with any of the modes, you can use backup codes.
You can manage trusted browsers, modify mode, view, download, or generate backup codes from the user panel. Click here to learn more.
You can manage Support Reps who have enrolled for two-factor authentication under the Enrolled User tab. Here you can view details such as username, domain name, and authentication type, or delete user enrollment.
To access it, go to Admin>>General Settings>>Two Factor Authentication.
To delete user enrollment, select one or more Support Reps and click Delete.