Help Desk: Support Success
Employees at your organization will turn to your helpdesk support team with questions about enrollment, authentication, and using their two-factor authentication (2FA) devices. Learn how to investigate common support scenarios and locate resources to help you resolve help desk tickets about Duo. With the useful troubleshooting steps, resources, and enablement tips in the following lessons, you will be able to:
Locate and identify user account status
Explain the difference between Active status and Duo Mobile Activation
Investigate common end-user support scenarios, including:
Lost and Stolen Devices, Enrollment Emails, Duo Mobile Activation
Adding a new 2FA Device
Changing default device
Duo Push notification delivery
Filter Admin Panel reporting to diagnose authentication issues
Apply end-user enablement strategies with documentation, education, and in-product self-service remediation
Locate valuable end-user and administrator resources for supporting Duo
Note: This course may no longer be accurate!
This course is an archived version saved for my professional portfolio. While much of this information is still true, the content is not guaranteed to be accurate. Current Duo administrators can find up-to-date resources at duo.com/docs and help.duo.com.