Enabling 2FA on your Ticketsolve account

Enabling two-factor authentication (2FA) on your Ticketsolve account is pretty straightforward. 2FA gives your account an added layer of security; users sign in using their password as well as a 2FA code. 

Setting up 2FA on your Ticketsolve account

1. In order to activate 2FA on your account, you will have to submit a request via a support ticket. Only Ticketsolve support can turn on 2FA for your account.

The 2FA request to Support must come from one of your system administrators. As an added layer of security, the support team will call the requester to confirm the request is legitimate.

2. You need to let Support know how you want 2FA enabled on your Ticketsolve account (Optional or Required):

  • Optional (recommended) - users can choose to activate 2FA on their individual login via the My Account section in the User tab. Optional means that 2FA is not turned on for every user within the account.
  • Required - 2FA will be turned on for every user within the account.

3. Ensure all users download an authenticator app to their mobile phones. This is a software based authenticator that implements two-step verification services using time-based one off passwords. We recommend Google Authenticator which can be downloaded on any app store.

2FA Optional

We recommend initially setting 2FA to 'optional', until people are comfortable with the process. You can change the setting to 'required' at any time. 

Optional 2FA means users can decide if they wish to turn on 2FA on their personal user login. Because of this, each user who wishes to enable 2FA, will need to login to Ticketsolve and then follow the steps below. 

Go to Users > My Account

1. Click on Enable 2FA

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2. A pop up will appear asking you to download and open the authentication app of your choice on your mobile device (recommended: Google Authenticator).

3. On the authenticator app, click the + sign.

4. Use your mobile to scan the QR code in the pop up or manually enter the displayed code into the authenticator app.

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5. Once the code is scanned or the manual code entered, your authenticator app will be linked to Ticketsolve. A 6 digit code will automatically be changed every 30 seconds meaning that the 2FA passcode is only available for that specific time. Don't worry about missing a code as it will keep generating them - every 30 seconds.

6. Once you have linked the authenticator app to Ticketsolve, click Next in the pop up.

7. Add the 6 digit verification code shown in the authenticator app into the pop up.

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8. Once the code has been successfully added, you will get a notification saying “Two factor authentication is enabled for "user name”.

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2FA Required 

If you have decided that you want 2FA to be a required setting for all users (every user must set up and use 2FA), all users will be prompted to follow the steps above as soon as they login. 

Once the user tries to login after the setting has been set to required, they will have to complete the set up before they are able to login into the system. Users will follow the same steps as above, but they will be prompted to set up 2FA from the login screen rather than from the User tab.

Logging in to Ticketsolve with 2FA

Once 2FA is activated and users are set up, the process of logging in to Ticketsolve is the same as before - with one extra step in the login process - entering the unique 2FA code generated by your app.

After you enter your username and password you will be prompted to enter your unique 2FA code from the app. Once entered, you will be logged into Ticketsolve. 

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