What should I do if an agent or user loses access to their Google Authenticator and cannot log in?

As an Admin, you can reset MFA for that account from the Helpdesk Admin Portal:

1. Log in to the Admin Portal.
2. Navigate to Settings → Agents.
3. Select the agent whose MFA needs to be reset.
4. In the edit screen, toggle MFA Off.
   
   
   

   
   
   

Once disabled, the agent will be able to log in and set up MFA again.