Password reset is the most requested help-desk action, and Avvi does it from a plain request naming the person.

Avvi asks you to confirm before it changes anything. It also asks two questions first: whether the password should be temporary or one you supply, and whether to sign the person out of their other devices.

Before you begin

You need the permission for password reset, granted through your access group. If you do not have it, Avvi refuses and tells you to contact your administrator.

Have the person’s email address ready. A full name usually works, but an email address removes any doubt about which person you mean.

On those accounts only a permanent password is supported. Avvi does not offer the temporary option and asks you to supply one through a secure field. You do not have to ask for that.

Ask Avvi

1. Open chat.
2. Say what you want, naming the person. For example: reset the password for jane@example.com.
3. Answer the two questions Avvi asks: temporary or permanent, and whether to end their other sessions.
4. Read the confirmation, check the name and email address on it, then confirm.

Avvi reports the result once the reset completes.

Verify it worked

Ask the person to sign in with the new password.

For a temporary password they are prompted to set their own immediately, and that prompt confirms the reset worked. For a permanent one they sign in and keep the password.

If something doesn’t look right

If Avvi says you do not have permission, the capability is off for your access group and your master administrator turns it on.

If Avvi cannot find the person, check the spelling and try the email address rather than the name. A display name in your directory sometimes differs from the address.

If the reset completes and the person still cannot sign in, the cause is usually something other than the password. Check whether the account is disabled or locked before resetting again.

If it still fails, open a support conversation from the Help drawer. Include the client name, the person’s email address, and what happens when they try.

FAQ

Q: Can I choose the password myself?

A: Yes. Say so when Avvi asks, and it can set a password you supply that the person keeps. Leave it to Avvi and it generates a temporary one they must change at next sign-in.

Q: Does this sign them out of everything?

A: By default yes, which is the safer choice after a suspected compromise. Say so when Avvi asks if you want their sessions left alone.

Q: The person cannot receive the new password securely. What now?

A: Avvi can create a link that expires and limits how many times it can be opened, which is safer than sending a password by email.

Q: Is this different from resetting their multi-factor authentication?

A: Yes, completely. If they can enter their password but cannot get past the second step, resetting the password will not help.