Possible queries:

I am not able to log in

I unable to reset the password


Resolution path:


  • Validate the account URL for which they are trying to log in and if they are logging in as agent or customer.


  • Password reset email can be triggered by clicking on 'Are you an agent? Login here' in the customer portal > Forgot Password. Refer to the steps mentioned in the article to trigger a password reset email for the agents.

  • If the contact is trying to reset the password > click "Forgot your password?"


  • Enter the email address that you use to sign in to your account and click the 'Reset my password'


  • You will see a message confirming that an email with password reset instructions was sent to the email address provided by you. A password reset link will be sent to the corresponding contact's registered email address. Click the link provided in the email.


  • Enter your new password, and re-enter the same password in the 'Confirm new password' field. Ensure your password adheres to the password policy. 


  • Click on the ‘Reset Password’ button.


  • After your password is reset, you will be redirected back to the login screen. You can log into your account using your new password.


Before triggering the password reset email, kindly ensure that the user's email address is present as a agent or contact in the helpdesk.


If the user is facing any issues with the password reset email not being delivered to the concerned email address, kindly follow the steps mentioned here to debug the issue further.