An agent can add a user directly from the ticket screen.  

Lets say that an agent is taking a phone call from a customer and needs to open a new ticket for that customer.  

Instead of navigating away from the ticket screen, the agent can simply add the new user directly from the new ticket screen.  The Add User link is located in the Ticket Details metabox (usually located on the right hand side of the ticket screen).

Ticket List In User Profile Screen

Admins with access to the user profile screen can now see a list of tickets for the user directly in that screen.  Clicking the ticket # will take you directly to the ticket screen.

Enrolling Your Phone or Tablet in Duo

Duo prompts you to enroll the first time you log into into our pastoral support system.

Supported BrowsersChromeFirefox, Safari, Edge, Opera, and Internet Explorer 8 or later. Some browsers do not support all of Duo's authentication devices (for example, Security Keys won't work with Internet Explorer). For the widest compatibility with Duo's authentication methods, we recommend recent versions of Chrome and Firefox.

Step One: Welcome Screen

Click Start setup to begin enrolling your device.

Kernow LMC Pastoral Support Two Factor Authentication Step One Welcome Screen

Step Two: Choose Your Authentication Device Type

Select the type of device you'd like to enroll and click Continue. We recommend using a smartphone for the best experience or iOS/Android tablets.

Kernow LMC Pastoral Support Two Factor Authentication Step Two Choose Your Authentication Device Type

Step Three: Type Your Phone Number

Select your country from the drop-down list and type your phone number. Use the number of your smartphone, landline, or cell phone that you'll have with you when you're logging in to a Duo-protected service.

Double-check that you entered it correctly, check the box, and click Continue.

Kernow LMC Pastoral Support Two Factor Authentication Step Three Type Your Phone Number

If you're enrolling a tablet you aren't prompted to enter a phone number.

Step Four: Choose Platform

Choose your device's operating system and click Continue.

Kernow LMC Pastoral Support Two Factor Authentication Step Four Choose Platform

Step Five: Install Duo Mobile

Why use Duo Mobile?

  • It's fast & easy
  • Works in any country
  • Doesn't require cell service

Duo Mobile is an app that runs on your smartphone and helps you authenticate quickly and easily. It will give you the best experience and we recommend that you use Duo Mobile.

Follow the platform-specific instructions on the screen to install Duo Mobile. After installing our app return to the enrollment window and click I have Duo Mobile installed.

Kernow LMC Pastoral Support Two Factor Authentication Step Five Install Duo Mobile

Step Six: Activate Duo Mobile

Activating the app links it to your account so you can use it for authentication.

On iPhone, Android, and Windows Phone activate Duo Mobile by scanning the barcode with the app's built-in barcode scanner. Follow the platform specific instructions for your device:

Kernow LMC Pastoral Support Two Factor Authentication Step Six Activate Duo Mobile

The "Continue" button is clickable after you scan the barcode successfully.

Kernow LMC Pastoral Support Two Factor Authentication Step Six Activate Duo Mobile continue

Can't scan the barcode? Click Or, have an activation link emailed to you instead. and follow the instructions.

Step Seven: Configure Device Options (CHOOSE SEND THIS DEVICE A PUSH)

You can use Device Options to give your phone a more descriptive name, or you can click Add another device to start the enrollment process again and add a second phone or another authenticator.

Kernow LMC Pastoral Support Two Factor Authentication Step Seven Configure Device Options (optional)

If this is the device you'll use most often with Duo then you should enable automatic push requests by changing the When I log in: option and changing the setting from "Ask me to choose an authentication method" to "Automatically send this device a Duo Push" and click Save.

Please do not use 'Automatically Call this device' as this does incur a cost us. The push option enables us to provide this service for FREE.

Kernow LMC Pastoral Support Two Factor Authentication Step Seven Configure Device Options send push

With the 'automatically send this device a push' option enabled Duo automatically sends an authentication request via push notification to your Duo Mobile app on your smartphone/device which you can then click to authorise.

Click Continue to login to proceed to the Duo Prompt.

Congratulations!

Your device is ready to approve Duo push authentication requests.

Always click Send me a Push to log in.

Kernow LMC Pastoral Support Two Factor Authentication Step Eight Congratulations you are all set up

All you need to do is tap Approve on the Duo login request received on your phone.

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