Reset Verbal Password via Text/Email

Reset Password via Text/Email – Alert 360 (zendesk.com)

“Reset” Forgotten Password (if the customer has a cell phone or email listed on the account)

The reset password verification can only be processed with an All Authority person on the account.

If the account is in ALARM status you cannot do a password reset.

We must wait at least 1 hour after the alarm event before the password reset can be done!

Choose the person calling from the contact list
Copy their cell phone number
- Do not ask for their phone number or give them the phone number.
Ask them to identify their cell phone carrier. Do not ask for their phone number or give them the phone number. We will just send it to the phone number on the account.
- Review the information below for the correct address:

COMMON PROVIDERS:

Press Control+M
In the “Phone/Email Address” field, type the phone number or customer's email address
In the “Type” field, select E-mail (EM)
In the “Subject” field, type: “Password Verification”
In the “Message” field, type one of these passwords:
- N74mrJhk
- FGCEA8FM
- Dt8YVNjm
- SmTTfahR
- LrExq3pZ

Click on the Send button.
MAS will display a dialogue box asking, “Send this EMAIL message?
Click Yes
Click OK
When the customer receives the message, it will appear as a text message.
Ask the customer to verify the password, by reading it back to you
Once they have verified, you can give them the verbal password (or ask if they want to change it)
You may now assist the customer.