Hello there!

Need Help? We are right here!

miniOrange Email Support
success

Thanks for your inquiry.

If you dont hear from us within 24 hours, please feel free to send a follow up email to info@xecurify.com

Two-Factor Authentication (2FA) for Zendesk


Zendesk 2FA (Two-Factor Authentication) is an additional layer of security in which a user or an organizational employee has to provide two factors to gain access to their Zendesk account. With Zendesk 2FA being enabled, anyone trying to login to their Zendesk account from an unrecognized computer/device must provide additional authorization. Authentication starts with a user submitting his traditional username and password. Once the user successfully gets authenticated with the 1st verification, configured 2FA (OTP over SMS, Push Notifications, Yubikey, TOTP, Google Authenticator etc) method prompts for 2nd verification. After successfully authenticating with both of the steps a user is granted access to the Zendesk account. This extra layer prevents an unauthorized person from accessing your resources even if cyber attackers get to know your credentials.

miniorange provides 15+ authentication methods and solutions for various use cases. It allows users and organizations to set up certain authentication and settings which includes password restrictions, restricting sign-in methods, as well as other security settings. miniorange also makes way for authentication apps that support Time-Based One-Time Password (TOTP) Google Authenticator, Microsoft Authenticator, Authy 2-Factor authentication app and our own miniorange Authenticator app.


Connect with External Source of Users


miniOrange provides user authentication from various external sources, which can be Directories (like ADFS, Microsoft Active Directory, Azure AD, OpenLDAP, Google, AWS Cognito etc), Identity Providers (like Shibboleth, Ping, Okta, OneLogin, KeyCloak), Databases (like MySQL, Maria DB, PostgreSQL) and many more.



Apps supported by miniOrange



two factor authentication (2FA) miniOrange authenticator app

miniOrange
Authenticator App

   
two factor authentication (2FA) google authenticator app

Google
Authenticator App

   
two factor authentication (2FA) authy authenticator app

Authy 2-Factor
Authentication App

   
two factor authentication (2FA) Microsoft authenticator app

Microsoft
Authenticator App

   

Follow the Step-by-Step Guide given below for Zendesk Two-Factor Authentication (2FA)

1. Configure Zendesk in miniOrange

  • Login into miniOrange Admin Console.
  • Go to Apps and click on Add Application button.
  • Zendesk Single Sign-On (SSO) add app

  • In Choose Application Type click on Create App button in SAML/WS-FED application type.
  • Zendesk Single Sign-On (SSO) choose app type

  • Search for Zendesk in the list, if you don't find Zendesk in the list then, search for custom and you can set up your application via Custom SAML App.
  • Zendesk Single Sign-On (SSO) manage apps

  • In Basic Settings tab, tab fill the following details:
  • Application Name Zendesk
    SP Entity ID or Issuer https://your_domain.zendesk.com/
    ACS URL https://your_domain.zendesk.com/access/saml
    Single Logout URL http://samldemo.zendesk.com/home
    Sign Response ON
  • Click on Next to proceed further.
  • Configure Zendesk 2FA/MFA

  • In the Attribute Mapping tab configure the following attributes as shown in the image below.
  • Zendesk 2FA/MFA : Add Attribute

  • Click on Save.
  • Get IdP Metadata Details to upload to Zendesk:

  • Go to Apps >> Manage Apps.
  • Search for your app and click on the select in action menu against your app.
  • Click on Metadata to get metadata details, which will be required later. Click on Show SSO Link to see the IDP initiated SSO link for Zendesk.
  • Zendesk 2FA/MFA : Go to Metadata link Zendesk 2fa (Two-factor authentication)

  • Here you will see 2 options, if you are setting up miniOrange as IDP copy the metadetails related to miniOrange, if you required to be authenticated via external IDP's(okta,AZURE AD, ADFS, ONELOGIN, GOOGLE APPS) you can get metadata from the 2nd Section as shown below.
  • Zendesk 2FA/MFA : Add SAML Application

  • Keep SAML Login URL , SAML Logout URL and click on the Download Certificate button to download certificate which you will require in Step 2.
  • Zendesk 2FA/MFA : Select Metadata details external IDP or miniOrange as IDP

2. Configure SSO in Zendesk

  • Login to your Zendesk account domain at https://[your-subdomain].zendesk.com/admin/security/sso.
  • Click on the Settings icon in the left pane.
  • Click Configure for SAML.
  • Zendesk enterprise two-factor authentication (2FA) : admin login

  • Click Enabled.
  • Enter SAML SSO URL, Certificate fingerprint and Remote logout URL value in the required fields that you got from Step 1.
  • (OPTIONAL) IP ranges: Enter your IP ranges. Requests from these IP ranges will always be routed via remote authentication. Requests from IP addresses outside these ranges will be routed to the normal sign-in form.
  • Zendesk enterprise two-factor authentication (2FA) : enter configuration details

  • Click on Save button to save the Single Sign-On (SSO) SAML settings.
  • If you want to enable enterprise 2fa (Two-factor authentication) with SAML for Staff members and/or for End users, go to the corresponding tab, check External authentication, then click Save:
    • Staff Members:
    • Zendesk enterprise two-factor authentication (2FA) : enter configuration details

    • End Users:
    • Zendesk enterprise two-factor authentication (2FA) : enter configuration details

3. Configure 2FA for Zendesk

3.1: Enable 2FA for Users of Zendesk app

  • To enable 2FA for Users of Zendesk application. Go to Policies >> App Authentication Policy
  • Click on Edit against the configured application.
  • Two factor-authentication for Zendesk | Two Factor Authentication configure 2fa of application

  • Enable the Enable 2-Factor Authentication (MFA) option.
  • Two factor-authentication for Zendesk | Two Factor Authentication enable 2fa

  • Click on Save.

3.2: Configure 2FA for your Endusers

  • To enable 2FA/MFA for endusers, go to 2-Factor Authentication >> 2FA Options For EndUsers.
  • Select default Two-Factor authentication method for end users. Also, you can select particular 2FA methods, which you want to show on the end users dashboard.
  • Once Done with the settings, click on Save to configure your 2FA settings.
  • MFA/Two-Factor Authentication(2FA) for   Configure 2FA Panel

3.3: Enduser 2FA Setup

  • Login to End-User Dashboard using end user login URL.
    • For Cloud Version: The login URL (branding url) which you have set.
    • For On-Premise version: The login URL will be the same as of Admin Login URL.
  • Select Setup 2FA from left panel. Then select any of the 2FA method available.
  • For now, we have selected the SMS >> OTP OVER SMS as our 2FA method. You can explore the guide to setup other 2FA methods here.
  • Enable the OTP over SMS if you have your phone number added under your profile section else click on Edit button.
  • MFA/Two-Factor Authentication(2FA) for   Configure 2FA Panel

  • Enter you Phone Number along with the necessary country code and click on the SAVE button.
  • MFA/Two-Factor Authentication(2FA) for   Configure Second Factor-SMS(Enter Mobile Number)

4. Test Zendesk 2FA

  • Go to your Zendesk Domain. It will redirect you to miniOrange Single Sign-On Service console.
  • zoom two factor authentication(2fa) user credentials

  • Enter your miniOrange login credentials and click on Login.
  • Since we have Two-factor authentication(2FA) enabled, you will be prompted to register for it. It's a one time process.
  • Configure your basic details.
  • zoom two factor authentication(2fa) user registration

  • Configure any authentication method of your choice.
  • zoom two factor authentication(2fa) add new security

  • After successful registration, you will be logged in to your Zendesk account.
  • Now we have Two-factor authentication enabled.
  • To verify your Two-factor authentication(2FA) configuration, go to your Zendesk Domain. You will be redirected to miniOrange login console.
  • zoom two factor authentication(2fa) verify user credentials

  • Enter your login credentials, and click on login. It will prompt to verify yourself against the configured 2fa method.
    e.g. If you have configured OTP over SMS, after login into Zendesk it will prompt for OTP.
  • zoom two factor authentication(2fa) otp prompt

  • Enter the OTP received in your phone, after successful 2fa verification, you will be redirected to the Zendesk dashboard.

  • Not able to configure or test MFA?


    Contact us or email us at idpsupport@xecurify.com and we'll help you setting it up in no time.


5. Adaptive Authentication with Zendesk

A. Restricting access to Zendesk with IP Blocking

    You can use adaptive authentication with Zendesk Single Sign-On (SSO) to improve the security and functionality of Single Sign-On. You can allow a IP Address in certain range for SSO or you can deny it based your requirements and you can also challenge the user to verify his authenticity. Adaptive authentication manages the user authentication bases on different factors such as Device ID, Location, Time of Access, IP Address and many more.

    You can configure Adaptive Authentication with IP Blocking in following way:
  • Login to Self Service Console >> Adaptive Authentication.
  • Add a Policy Name for your Adaptive Authentication Policy.
  • Zendesk Single Sign-On (SSO) Restrict Access adaptive authnetication policy

  • Select your Action for behaviour Change and Challenge Type for user from the Action for behaviour Change Section.
  • Zendesk Single Sign-On (SSO) Restrict Access adaptive authentication behaviour change


    Action for behaviour Change Options :


    Attribute Description
    Allow Allow user to authenticate and use services if Adaptive authentication condition is true.
    Challenge Challenge users with one of the three methods mentioned below for verifying user authenticity.
    Deny Deny user authentications and access to services if Adaptive authentication condition is true.

    Challenge Type Options :

    Attribute Description
    User second Factor The User needs to authenticate using the second factor he has opted or assigned for such as
  • OTP over SMS
  • PUSH Notification
  • OTP over Email
  • And 12 more methods.
  • KBA (Knowledge-based authentication) The System will ask user for 2 of 3 questions he has configured in his Self Service Console. Only after right answer to both questions user is allowed to proceed further.
    OTP over Alternate Email User will receive a OTP on the alternate email he has configured threw Self Service Console. Once user provides the correct OTP he is allowed to proceed further.

  • Now Enable Enable IP Restriction option from the IP RESTRICTION CONFIGURATION section to configure custom IP range.
  • Zendesk Single Sign-On (SSO) Restrict Access adaptive authentication ip blocking

  • Select the Action you want to perform if the IP address is out of the range. i.e. Allow, Challenge & Deny.
  • Specify the IP Address range for which you want above setting to reflect. You can add more than one IP Address ranges by clicking on following button +.
  • Scroll to the end and click on save.


B. Adaptive Authentication with Limiting number of devices.

    Using Adaptive Authentication you can also restrict the number of devices the end user can access the Services on. You can allow end users to access services on a fixed no. of devices. The end users will be able to access services provided by us on this fixed no. of devices.

    You can configure Adaptive Authentication with Device Restriction in following way

  • Login to Self Service Console >> Adaptive Authentication.
  • Add a Policy Name for your Adaptive Authentication Policy.
  • Select your Action for behaviour Change and Challenge Type for user from the Action for behaviour Change Section.
  • Zendesk Single Sign-On (SSO) Restrict Access adaptive authentication behaviour and challenge type


  • Scroll down to Device Configuration section and enable Allow User to Register Device option to allow users to register their devices.
  • Enter the Number of Devices which are allowed to register in field next to Number of Device Registrations Allowed
  • Choose Action if number of devices exceeded (This will override your setting for Action for Behaviour Change.)
    1. Challenge: The user needs to verify himself using any of the three methods mentioned in table in step 5.1
    2. Deny : Deny users access to the system
  • Enable option Send email alerts to Users if number of Device registrations exceeded allowed count if you want to alert the user about no of devices exceeding the limit. Save the configuration.
  • Zendesk Single Sign-On (SSO) Restrict Access adaptive authentication enable device restriction


C. Add Adaptive Authentication policy to Zendesk.

  • Login to Self Service Console >> Policies.
  • Click on Edit option for predefined SAML app policy.
  • Zendesk Single Sign-On (sso) edit device restriction policy

  • Set your application name in the Application and select password as Login Method.
  • Enable Adaptive Authentication on Policy page and select the required restriction method as an option.
  • From Select Login Policy dropdown select the policy we created in last step and click on save.
  • Zendesk Single Sign-On (SSO) Restrict Access save device restriction policy

    How to add a trusted Device
    1. When End-user log in to the self service console after the policy for device restriction is on, he is provided the option to add the current device as a trusted device.

External References

Our Other Identity & Access Management Products