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## 58.1 FAQ

1. Can the Bank administrator create the helpdesk session for a new user (who has channel banking facility but has never logged in)?

   No, for new users helpdesk session cannot be created, new users must login himself for the first time.

2. Can the administrator set the 2FA mode anything else other than OTP for ‘Create Helpdesk session’ event in the Authentication screen?

   System does not restrict the administrator from selecting a mode while setting up 2FA for ‘Create Helpdesk session’, however Administrator must set OTP as the 2FA mode for creating user helpdesk session.

3. Can the administrator create the helpdesk session for the user, whose status is updated as ‘Locked’?

   No, the system will alert Bank Administrator to update the status of the user to “Unlock” from the User Management before creating the helpdesk session.

Parent topic: User Helpdesk