If you (an agent) cannot login to the system, you will need to contact your internal Single Point of Contact (SPOC). If your SPOC has setup other users with permissions to reset passwords they can also help you reset your password.


If your agents are using email addresses as usernames the SPOC can use the directions below to reset your password:

https://concepts2code.freshdesk.com/support/solutions/articles/44001645562-manually-reset-agent-passwords


If agents are using anything other than an email address as a username, the SPOC can use this method:

https://concepts2code.freshdesk.com/support/solutions/articles/44001454674-manually-reset-agent-passwords-no-user-email