Why do agents get a two-factor authentication prompt after I deactivated it?

Question

I turned off two-factor authentication on my account. Why do agents still get the two-factor authentication prompt to sign in?

Answer

When you turn off two-factor authentication at the account level, this action doesn't automatically deactivate it for all agents. If agents have turned on two-factor authentication individually through their profile in Zendesk Support, it will remain active for them even when an admin turns it off at the account level.  

To completely deactivate two-factor authentication, instruct your agents to turn off this feature from their profile. Agents can navigate to their profile and turn it off in the Security Settings tab. 

Admins can track who's using two-factor authentication by generating a 2FA status report. For more information, see this article: Using two-factor authentication to sign in to Zendesk Support.