How to Configure and Use Two-Factor Authentication (2FA) in BoldDesk
Two‑Factor Authentication (2FA) in BoldDesk enhances security by requiring a time‑based verification code during login. Administrators can enforce 2FA for all agents or all users, while individual Agents and Contacts can also enable 2FA themselves from their view profile & settings.
This guide covers every 2FA workflow within BoldDesk, including admin enforcement, voluntary activation, user setup, login verification, and recovery options.
Admin Enforcement Options for Two-Factor Authentication
BoldDesk provides granular 2FA enforcement based on whether you are securing the Agent Portal or the Customer Portal.
Enforcing 2FA for All Agents (Agent Portal)
Admins can enforce 2FA for every agent account using the following steps:
Navigation Path:
- Admin → Agent Portal → Login
- Under the Two-Factor Authentication (2FA) section, enable:
When enabled:
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All agents must configure 2FA during their next login.
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Enforcement applies only to BoldDesk Form Login (not custom SSO or social logins).
Enforcing 2FA for All Users (Customer Portal)
Admins can also enforce 2FA across all customer portal users:
Navigation Path: Admin → Customer Portal → Security
Enable the option:
Enforce two-factor authentication (2FA) for all users
When enabled:
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All users accessing the customer portal must set up 2FA upon login.
-
This applies only to Form Login authentication.
Individual Self‑Enable Option for Agents and Contacts
Even when 2FA enforcement is NOT enabled by the admin, both Agents and Contacts can activate 2FA manually from their personal security settings.
- Navigation (Agents & Contacts):
- Profile → Security
There, users will see a panel titled Two-Factor Authentication (2FA) with an Enable button.
This self‑enable option allows users to secure their accounts proactively, even if the organization has not enforced 2FA.
Setting Up 2FA as a User (Agent or Contact)
Whether enforced or voluntary, the 2FA setup flow is identical.
1: Begin 2FA Setup
When logging in (or when clicking Enable from personal settings), BoldDesk shows:
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A QR code
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A secret key
2: Register Your Authenticator
Users can:
- Scan the QR code using any authenticator app
or - Manually type in the secret key
Select Next.
3: Enter Verification Code
Enter the 6‑digit code generated by the authenticator app and click Confirm.
4: Save Recovery Codes
BoldDesk provides one-time recovery codes.
Users may:
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Download the codes
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Copy and save them securely
5: Finish Setup
Click Finish to complete activation.
Logging In with 2FA Enabled
Once 2FA is active (enforced or self‑enabled), users complete an additional authentication step on each login.
1: Enter the Time-Based Code
After username and password entry, BoldDesk prompts for the 6‑digit authentication code.
2: Use Recovery Codes When Needed
If the authenticator app is not accessible, select:
Unable to access your authentication code?
Then enter a saved recovery code.
3: Request New Recovery Codes (If Lost)
If all recovery codes are lost, users can request new ones.
Admin approval is required to proceed.
4: Trusted Browser Option
Users may enable:
Don’t ask for 2FA code on this browser for the next 30 days
This reduces login friction.
- Log In to Your Account
After entering the code, click Log in to my account. You’ll be redirected to your BoldDesk dashboard.
FAQs
1. Can agents and contacts enable 2FA even if it’s not enforced by the admin?
Yes. Both Agents and Contacts can manually enable 2FA under Profile → Settings → Security.
2. Is it possible to enforce 2FA for agents only?
Yes. Admins can enforce 2FA specifically for all agents via
Admin → Agent Portal → Login → Two-Factor Authentication (2FA).
3. Can admins enforce 2FA for all customer users?
Yes. Admins can enforce 2FA for all customer portal users via
Admin → Customer Portal → Security.
4. Does 2FA enforcement apply to all login types?
No. Enforcement applies only to Form Login in BoldDesk—not custom SSO or social logins.
5. Can users regenerate recovery codes?
Yes. Users can request new recovery codes, but admin approval is required to complete the reset.
6. Are recovery codes shown again after setup?
No. For security reasons, recovery codes are displayed only once. New ones must be generated if lost.
