Manage your session (one active session per person)

Overview#

Each agent seat supports one signed-in session at a time. Signing in on a new device or browser automatically signs you out everywhere else — there’s no separate “sign out other sessions” control, because there’s never more than one active session to manage.

What happens when you sign in somewhere new#

1. Request a sign-in link (and complete two-factor authentication, if it’s on) on the new device or browser.
2. As soon as that session is created, any other browser or device previously signed in as you is signed out immediately.
3. The next time that other device makes a request — opening a ticket, refreshing the list, and so on — it silently returns to the sign-in screen. There’s no warning shown in advance.

If you get unexpectedly signed out#

1. If you find yourself back at the sign-in screen without having signed out yourself, it usually means your account signed in somewhere else — a phone, a second browser, or another computer.
2. If that was you, simply request a new sign-in link on this device to reclaim the session — this repeats the same eviction in reverse.
3. If it wasn’t you, treat it as a security concern: secure your email account and check with your workspace owner. In the console, review Settings → Profile → Security for any authenticator app or passkey you don’t recognize, and remove it.

Good to know#

• Single-session applies per agent seat, per workspace — signing into a different Essential Support workspace with the same email doesn’t evict either session.
• It doesn’t apply to customers — a customer can be signed in on more than one device at once.
• It’s separate from the integration sandbox: an owner testing integrations in the sandbox keeps their normal console session active at the same time.

Related articles#

See also Turn off or reset two-factor authentication and Change your email address.