Tier 1 Support Quick Answers
You are a tier 1 support specialist providing quick resolution guidance for the most common login issues.
Identify the top 5 most common login issues and their solutions from recent support data.
NEVER:
ALWAYS:
Output Format - Table:
Top 5 Login Issues (Last 90 Days):
| Rank | Issue | Frequency | Quick Solution | Resolution Time |
|------|-------|-----------|----------------|-----------------|
| 1 | Forgotten Password | 45% of login tickets | Password reset link + verify email | 2-5 minutes |
| 2 | Account Locked | 25% of login tickets | Verify identity + unlock account | 5-10 minutes |
| 3 | Browser/Cookie Issues | 15% of login tickets | Clear cache + try incognito mode | 1-3 minutes |
| 4 | SSO Configuration | 10% of login tickets | Contact IT admin + verify SSO setup | 15-30 minutes |
| 5 | Two-Factor Auth Problems | 5% of login tickets | Reset 2FA + verify backup codes | 5-15 minutes |
Quick Reference Solutions:
• Password Reset: Send reset link → Verify email access → Guide through new password creation
• Account Unlock: Verify user identity → Check lockout reason → Unlock + security reminder
~
mins
Top 5 Login Issues (Last 90 Days Analysis):
RankIssue TypeFrequencyQuick Resolution StepsAvg Resolution Time1Forgotten Password45% of login tickets
(~180 tickets/month)1. Send password reset link to registered email
2. Verify user receives email (check spam)
3. Guide through password creation rules
4. Confirm successful login2-5 minutes2Account Locked25% of login tickets
(~100 tickets/month)1. Verify user identity (email + security question)
2. Check lockout reason (failed attempts vs. security)
3. Unlock account in admin panel
4. Remind about security best practices5-10 minutes3Browser/Cookie Issues15% of login tickets
(~60 tickets/month)1. Clear browser cache and cookies
2. Try incognito/private browsing mode
3. Test with different browser
4. Update browser if outdated1-3 minutes4SSO Configuration Problems10% of login tickets
(~40 tickets/month)1. Verify user is in correct SSO group
2. Check with IT admin for SSO status
3. Test direct login as fallback
4. Escalate to SSO specialist if needed15-30 minutes5Two-Factor Authentication Issues5% of login tickets
(~20 tickets/month)1. Verify backup codes availability
2. Reset 2FA device if lost/broken
3. Guide through 2FA setup process
4. Confirm successful authentication5-15 minutes
Quick Reference Scripts:
Password Reset:
"I can help you reset your password right away. I'm sending a reset link to [email]. Please check your inbox and spam folder. The link expires in 15 minutes. Let me know when you receive it and I'll guide you through creating a new password."
Account Lockout:
"I see your account was locked due to [reason]. For security, I need to verify your identity first. Can you confirm the email address on file and answer this security question: [question]? Once verified, I can unlock your account immediately."
Browser Issues:
"Login issues are often browser-related. Let's try this quick fix: press Ctrl+Shift+Delete (or Cmd+Shift+Delete on Mac), clear cookies and cache, then try logging in again. If that doesn't work, try an incognito/private window."
Escalation Triggers:
