Password Management
  • 26 Jun 2020
  • 2 Minutes To Read
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Password Management

  • PDF

By default, Gladly doesn’t automatically expire a user’s password, or compel them to change their password after a set number of days. But we understand that for some, this might be a required condition to comply with regulatory requirements or your own internal security policies.

With Gladly, you can set up a password change management procedure that’s custom-made to suit your company’s unique needs.

Set Your Password Expiration Policy

If you’d like to set a password expiration policy for your users, please contact Gladly Support with your request, along with your preferred duration for the password expiry (the default duration is 90 days).

Manually Reset User Passwords

In the event of a security incident, it’s prudent that a company initiates a company-wide reset of passwords for all its users; this would help shut out a malicious user from logging into and misusing Gladly.

If you need to initiate a company-wide reset, please reach out to Gladly Support and they’ll be happy to help with your request.

Password Restrictions

To ensure the passwords that you and your fellow users adopt are as secure as can be, Gladly imposes a few restrictions on the composition and structure of passwords.

To be accepted, a password must:

  • Have at least one lowercase character
  • Have at least one uppercase character
  • Have at least one number
  • Have at least one special character
  • Be at least 8 characters long
  • Be different from your last 4 passwords  

Guidance on password policies

Consider having a passphrase instead of a password

A passphrase is a password comprising a sequence of words with numeric and/or symbols in them (e.g. Myfavorite5ong!). A passphrase has the benefit of being easier to remember, yet complex enough that it isn’t easily guessed.

Change your password periodically

As a general rule, we recommend that you change your password every 90 days. You may even want to implement different policies based on the user level – for example, an Administrator or Team Manager should change their password more often than an Agent or Agent Plus since they have more privileges within Gladly.  

Have regular training and publicize procedures around safe password management

Proper training is key to a safe and secure Gladly. Hold regular training sessions for users to inform and reinforce safe password management practices, like never writing down a password, not using automatic login functionalities, and never giving or asking for another user’s passwords.

Companies should also never ask a user for their passwords and should make it clear to users that they will never be asked by the company, or Gladly, to provide their usernames or passwords for any purpose.

Have a contact person or team that users can report suspicious behavior to

If users receive any suspicious requests, or notice any unusual activity, they should be able to report those incidents to a specific person or team within the company.



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