This guide explains creating an account on the support website, setting up two-factor authentication (2FA) with an authenticator app, and saving recovery codes. 2FA enhances security by requiring a second verification step. Users can log in to view support tickets after account activation. Losing recovery codes requires contacting an account manager.

Set Up An Authenticator App

Connect to You Authenticator App

Copy Your Recovery Codes

Managing Your Two-Factor Authentication

Logging In to View Your Tickets

FAQ

Creating an Account

Visit our S upport Website

Locate and click on the Sign in button on the top right.
Locate and click on the Sign up button.
Fill in the required information in the registration form. This will include your name and email address. Please ensure to use the same email that you have been communicating with our support team.

A confirmation will be sent to your email inbox.

Follow the instructions in the email to activate your account.

Create your password. Please ensure the password meets the minimum requirements.
Once your account has been verified, enter your email address and password again if prompted to.

Set Up Two-Factor Authentication

You will be asked to set up 2 Factor Authentication. Click Next.

Set Up An Authenticator App

Read the information in the pop up about setting up an authenticator app if you don't already use one. Once you have your authenticator app in place, select Next.

Connect to You Authenticator App

Follow the instructions in the next pop up window to complete your Two-Factor Authentication set up.

Copy and Save Your Recovery Codes

You will be provided with a list of recovery codes. Copy and save these codes in a safe location for future reference.

Your recovery codes are unique to you and Inova Payroll cannot generate new codes for you. If you get locked out of Zendesk because you do not have access to your authenticator app, you will need to use these codes to sign into your account. If you lose your codes you will not be able to login to your Zendesk account.

Managing Your Two-Factor Authentication

If you need to change authentication apps or re-register your 2FA. Please follow the steps below.

Log into your account.

If you are locked out, you can use one of your recovery codes that were provided when you first registered for 2FA when prompted for your 2FA code. If you are locked out and do not have your recovery codes, please contact your Account Manager for assistance.
Click the drop down arrow next to your name, and then select My Profile

Click on Edit Profile

Click Manage 2FA

Click Edit

You will then be prompted to follow the same steps as when you first set up 2FA.

Logging In to View Your Tickets

Visit our Support Website

Enter your registered email address and the associated password in the respective login fields.
Click on the Sign in button to proceed.
After signing in to the dashboard, Click on your profile and then My activities.

All of your support tickets will be listed under this section.

FAQ

Q: Why am I being required to use Two-Factor Authentication (2FA)?
A: The security of your employee's information and your sensitive data is our top priority. 2FA adds an extra layer of security by requiring not only your password, but also a second form of verification generated by an authentication app. This means that even if someone obtains your password through phishing or a data breach, they still won’t be able to access your account without the second verification step.

This added safeguard significantly reduces the risk of unauthorized access, data loss, and identity theft. In today’s environment, where cyber threats continue to evolve, 2FA is one of the most effective and easy-to-implement ways to strengthen the security of your information.

Q: What do I do if I lose my recovery codes?
A: If you lose your recovery codes and are locked out of your account, please reach out to your account manager for assistance.

Q: What if I don't want to use Two-Factor Authentication (2FA)?
A: If you do not want to proceed with 2FA, you will not be able to access your ticket history in Zendesk. However, you will still be able to communicate with your account manager as usual via email.