Signing in and your account

You sign in at the desk's address with your email and password, or with a passkey. Settings → Sign-in and security (in the menu under your name) has the ways in: two-factor with an authenticator app, passkeys, and your password.

Signing in

Email and password → Two-factor → Signed in
Email and password → Signed in: you have no two-factor
Sign in with a passkey → Signed in: no email or password needed

Way in	How
Email and password	Then, if you have two-factor, a 6-digit code from your authenticator app or one of your passkeys.
Sign in with a passkey	No email or password. Your browser or phone offers the passkeys you have for this desk; confirm with your fingerprint, face or device PIN, and you're in.

Forgot your password? on the sign-in page emails you a link to choose a new one, valid for 24 hours. To change your password, see Password.

[!NOTE] You stay signed in for up to 14 days while you use the desk. After 12 hours without using it (your installation may set another time), you're asked to sign in again.

Two-factor authentication

Two-factor asks for something you have on top of your password. Either kind counts: an authenticator app or a passkey.

An authenticator app

For example 1Password, Google Authenticator or Authy.

1. Under Two-factor authentication, pick Set up.
2. Scan the code.
3. Enter the 6-digit code it shows.

Each code works once. Move to a new device sets it up again on another phone; the old one keeps working until you've entered a code from the new one.

A passkey

See Passkeys below. After your password, Use a passkey finishes signing in.

[!IMPORTANT] Admins must have one or the other, unless the installation says otherwise: an admin without either is sent here after signing in and can't use the rest of the desk until one is set up.

If you lose both, someone who manages users can reset your two-factor.

Passkeys

A passkey is a key your device keeps for this desk, unlocked with your fingerprint, face or device PIN. It can't be phished: it only works on the desk's own address.

To add one:

1. Click Add a passkey.
2. Give it a name you'll recognise ("Work laptop", "Phone").
3. Click Create passkey and follow your browser.

Passkeys in iCloud Keychain, Google Password Manager or a password manager are available on your other devices too (shown as synced); a security key works as well. Each passkey shows when it was added and last used.

The bin removes it from the desk. Delete it on the device as well if you don't use it elsewhere.

[!WARNING] An admin who must use two-factor can't remove their last passkey unless an authenticator app is set up.

Passkeys are for the agent app at the desk's address, not for the support portals.

Password

Change password under Settings → Sign-in and security needs your current password; the new one has at least 10 characters.

[!NOTE] Every other place you're signed in is signed out; this browser stays signed in.

Notifications

Settings → Notifications lists every kind of email the desk sends you, each with a switch. Everything is on until you turn it off, except a few kinds that say “Off until you turn it on” (like P1 and P2 incidents on services you own). Your choice follows you to every browser.

The Cases group:

Kind	Sent for
New cases	Cases assigned to you, or in your team's queue or your units while nobody has it.
Customer replies	Replies on a case assigned to you, or one nobody has yet.
Automations	An automation's Notify by email that names you, your team or your unit.

There is one group for each plugin that is on, with its own kinds:

Plugin	Kinds
Incident Management	Incidents declared or raised, being made commander, missed targets, incidents waiting on the customer and P1 and P2 incidents on services you own.
Major Incident Management	Declared majors, roles, stakeholder updates and reminders, escalations and reviews.
Problem Management	Problems you own or watch, workarounds for your incidents, problem tasks and problem review minutes.
Change Management	Changes to approve, your changes approved or rejected, changes starting or running over, reviews due, failed changes on services you own and CAB minutes.
Service Configuration	Automations about your services and reviews of your services.
Software Development	Tasks you watch, being added to a project and dev tasks on your cases.
Access Management	Alerts and reviews.

[!NOTE] Sign-in codes, password resets, invitations and the warning before an API token expires are always sent.

Turn everything back on at the bottom undoes your choices at once.