SSO is transitioning to Azure MFA

WHO:

All team member users (typically access Zendesk Support at ircx.zendesk.com/agent).  Also known as agents.  Includes custom roles like Authorized Repair Staff or third-party Chat support.

WHAT:

Current SSO authentication referred to as signin.irco.com is being replaced by Microsoft Azure MFA.  MFA means Multi-Factor Authentication.  MFA requires the user to provide two or more methods to verify they are who they say they are before gaining access to a technology resource.  Internal staff have been experiencing this for a while now with other shared systems.  Support for External users is now coming online.

WHERE/WHEN:

Zendesk Support Production environment on September 12, 2022.

WHY:

IT Security best practices and infrastructure cost reduction.

HOW:

PROCEDURE FOR EXTERNAL USERS:

1. Send email to James Ripley to request your username and password
2. Decide on your verification method (text message, phone call or authenticator app)
   Navigate and attempt login at https://ircx1635437321.zendesk.com/agent
3. Navigate and attempt login at https://ircx.zendesk.com/agent
4. Follow instructions to configure MFA
   Navigate and attempt login at https://ircx1635437321.zendesk.com/agent
5. Navigate and attempt login at https://ircx.zendesk.com/agent
6. Take a survey to complete the procedure

***TROUBLESHOOTING GUIDE