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.