Password Reset

Purpose

This document outlines the process for First Line Support to handle password reset requests and escalate issues to Second Line Support within the Zendesk platform.

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Password Reset Procedures

Step 1: Collect User Information

Before attempting to resolve the password reset request, gather the following information from the customer:

• Full Name
• Username/Email associated with the account
• Error Messages encountered during the password reset attempt

Step 2: Attempt Standard Password Reset Process

1. Direct the customer to the password reset link on the website.
2. Confirm that they check their inbox and spam/junk folders for the reset email.
3. If the customer does not receive the email, verify the email address associated with their account.