Smarter Week

How to automate it

How to automate “reset passwords, unlock accounts and fix MFA”

Here is the best way to spend less time on this, best first. Each comes with steps you can follow today.

30 min
typically, every day
85%
of the time can be automated
Some setup
to set up

Fix 1 of 1

Software feature

Turn on self-service password reset and move people to passkeys

Microsoft Entra, Okta and Google Workspace all let users reset passwords and unlock accounts themselves after verifying with MFA. Passkeys cut resets further because there is no password to forget.

Typically saves about 70% of the time2 h to set up
  1. 1Enable self-service password reset in Entra ID, Okta or Google Workspace and require two verification methods.
  2. 2Make sure users register their methods at sign-in (registration campaign).
  3. 3Enable passkeys or Windows Hello for Business for staff who can use them.
  4. 4Change the helpdesk reply for reset requests to a link to the self-service page.
  5. 5Track reset tickets monthly to confirm they are dropping.

Tools: Microsoft Entra ID SSPR · Okta self-service · Google Workspace · Passkeys or Windows Hello for Business

Quick wins

Have you tried…

Can staff reset their own passwords and unlock their accounts without calling IT?
Self-service password reset in Entra ID, Okta or Google Workspace lets users verify with their phone and reset on their own, any time of day.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

IT support / Helpdesk

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

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Other common tasks for IT support / Helpdesk teams