Zendesk asks for the mobile version of an authenticator app. Will a browser extension work?

Zendesk’s help names phone apps — Google Authenticator, Microsoft Authenticator, Authy, Duo Mobile — but they make standard time-based codes from the QR code, and the extension makes the same codes from the same QR code. If your company insists on a phone, scan the QR code with a phone app too during setup; both will show the same codes.

What if I lose access to my authenticator?

Enter one of your recovery codes when Zendesk asks for the passcode, then set the authenticator up again. If you have none left, ask your Zendesk admin or account owner — they can generate a recovery code for you. Keeping the extension’s automatic backups on avoids the request.

Why does Zendesk say my passcode is wrong?

Usually the computer clock is off by a minute or more. Turn on automatic date and time and try the next code. If it still fails, the account may have been added from an old QR code — turn 2FA off and on in your profile, or ask your admin, and add the new QR code.

I sign in to Zendesk with Google or my company login. Where is 2FA?

Not in Zendesk. Its two-factor authentication is only for email-and-password sign-in; with Google, JWT or SAML single sign-on, the second step is set up in that system — for Google, 2-Step Verification on your Google account.

Zendesk Authenticator App — Set Up Two-Factor Authentication

A Zendesk agent login opens every customer conversation in the help desk — names, emails, order details, whatever customers wrote in — and an admin login changes who can see them. Zendesk recommends two-factor authentication against exactly the case of a leaked password, and your admin may already require it for everyone on the team.

Turn on two-factor authentication in Zendesk

Your Zendesk admin can require 2FA for all team members (Admin Center → Account → Security → Advanced → Authentication) but cannot set it up for you — when it is required, the setup dialog opens at sign-in and you begin at step 4. Zendesk’s own 2FA covers only sign-in with email and password: if your company signs you in with Google or single sign-on (JWT, SAML), the codes belong to that system.

Sign in to your company’s Zendesk on your computer.
In the Support agent interface, click your user icon in the upper right and select “View profile”.
Open the “Security settings” tab, click “Manage” in the Two-factor Authentication section, then click “Set up 2FA”.
Select “Authenticator app” and click “Next”.
Zendesk shows a QR code. Leave it on the screen and add it to the extension as described below — or copy the secret key for manual entry — then enter the code and click “Save”.

Zendesk’s own instructions

Add Zendesk to Authenticator

Install 2FA Authenticator from the Chrome Web Store and pin it to the toolbar, so its icon is one click away.
Leave the Zendesk page with the QR code open. Click the Authenticator icon, then “Add Account” → “QR Code” → “Scan QR from screen”.
The account appears in the list with a six-digit code that changes every 30 seconds. Rename it if you like — the name is only for you.
Go back to Zendesk and type the current code into the confirmation field. If it is about to expire, wait for the next one.
Zendesk confirms that two-factor authentication is on. From now on it will ask for a code when you sign in — click the extension icon and copy it.

No QR code, or it will not scan? Look for the option to enter a key manually on Zendesk’s setup screen, copy the key, and add it in the extension with “Add Account” → “Manual” → “Secret Key”.

Get 2FA Authenticator for Chrome — free

Copy your Zendesk recovery codes

After you click “Save”, Zendesk shows your recovery codes once: click “Copy recovery codes” and keep them somewhere other than this computer. Each code signs you in once in place of a passcode. If you use them all or cannot find them, your Zendesk admin or account owner can get a recovery code for you.

The code is not accepted?

Almost always the computer’s clock. The codes are calculated from the current time, so a clock that is a minute off produces codes that look right and are refused. Turn on automatic date and time in your system settings — step-by-step for Windows, macOS and Linux.

If the clock is right, check the key itself: paste it into the TOTP code generator and compare the code with the one in the extension. If they differ, the key was copied wrong — add the account again.

Questions

Zendesk asks for the mobile version of an authenticator app. Will a browser extension work?: Zendesk’s help names phone apps — Google Authenticator, Microsoft Authenticator, Authy, Duo Mobile — but they make standard time-based codes from the QR code, and the extension makes the same codes from the same QR code. If your company insists on a phone, scan the QR code with a phone app too during setup; both will show the same codes.
What if I lose access to my authenticator?: Enter one of your recovery codes when Zendesk asks for the passcode, then set the authenticator up again. If you have none left, ask your Zendesk admin or account owner — they can generate a recovery code for you. Keeping the extension’s automatic backups on avoids the request.
Why does Zendesk say my passcode is wrong?: Usually the computer clock is off by a minute or more. Turn on automatic date and time and try the next code. If it still fails, the account may have been added from an old QR code — turn 2FA off and on in your profile, or ask your admin, and add the new QR code.
I sign in to Zendesk with Google or my company login. Where is 2FA?: Not in Zendesk. Its two-factor authentication is only for email-and-password sign-in; with Google, JWT or SAML single sign-on, the second step is set up in that system — for Google, 2-Step Verification on your Google account.

Your codes, one click from the login page

Authenticator keeps your 2FA codes in the browser, on your device only — free to use, open source, no account and no phone needed. Local backups and optional password protection come built in.