How do I reset users' passwords?

Resetting agent passwords

In your Admin account:

1. Go to the Agents page.
2. Go to the Agent list subpage. 
3. Find the agent. If you have a lot of agents, type their name in the Search box.

4. Click the at the end of the row for the correct agent and click Edit.

In the Edit agent information form:

5. Click the Change password link.

In the Temporary password window:

6. Type a temporary password for the agent. The temporary password must be at least 8 characters long. Click the eye if you want to check what you have typed.
7. Click the Set button.
8. Inform the agent of their new temporary password.

The agent will then be able to log in with their temporary password. They will be prompted to change this password immediately.

Enabling agents to reset their own password

You can let agents reset their own passwords. To enable this, in your Admin account:

1. Go to the Agents page.
2. Click the Settings subpage.
3. Click to tick the box for Password can be changed by agent from settings.
4. Click the Save button at the top of the screen.

Additionally, the agent must have an email address associated with their account.

Note: If the agent has multiple LeadDesk accounts associated with the same email, they will not be able to reset their own password.

In your Admin account:

1. Go to the Agents page.
2. Go to the Agent list subpage. 
3. Find the agent. If you have a lot of agents, type their name in the Search box.

5. Click the at the end of the row for the correct agent and click Edit.

In the Edit agent information form:

6. Go to the Contact information section.
7. Type the Email address of the agent.
8. Press the Save-button