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Option to Unlock Agent Accounts

Due to inaccurate/unclear instructions with integrating Salesforce and Freshservice, one of our administrators were locked out of their Freshservice account due to too many invalid login attempts. This occurred at a very critical time.


There needs to be a way to manually unlock an Agent account when it is clear that the Agent in question is not performing any suspicious activities.


Not being able to unlock account causing issues with downtime and decreased productivity when it occurs as they are not able to perform their duties.

I just had an Agent lock themselves out this morning. There's no way for me to unlock the account, no way to check that it's logged out through the Admin settings, and there's no documentation advising how long they're locked out for. This really needs to be corrected.

While I originally submitted this for Agent accounts, I wish I could update the topic to also include Customer/Requester accounts too.


We recently ran into an issue where an important customer could not log into the customer portal and locked themselves out. According to Freshservice Support, only they have the ability to unlock accounts, customer and agent.


We were able to resolve the issue by ourselves by creating a new Requester and then merging the locked out account into the new Requester. This is far from ideal.


There needs to be a way for agents and/or administrators of Freshservice instances to be able to perform this action themselves.

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