Password reset requests are among the most common helpdesk tickets. Entra ID Self-Service Password Reset (SSPR) lets users securely reset their own passwords — reducing helpdesk load significantly.
Key takeaways
- 1User navigates to aka.ms/sspr (or the sign-in page's "Can't access your account?" link)
- 2User proves their identity via registered authentication methods (authenticator app, email, phone)
- 3User sets a new password immediately — no helpdesk call required
Password reset requests consistently rank among the top helpdesk ticket categories for organisations of all sizes. Gartner estimates that between 20–50% of helpdesk calls are for password resets, and each call costs between $10–$30 in IT support time. Entra ID Self-Service Password Reset (SSPR) lets users resolve these themselves — securely.
How SSPR works
When a user can't sign in because they've forgotten their password or their account is locked, SSPR provides a self-service reset flow:
- User navigates to aka.ms/sspr (or the sign-in page's "Can't access your account?" link)
- User proves their identity via registered authentication methods (authenticator app, email, phone)
- User sets a new password immediately — no helpdesk call required
Registration and authentication methods
For SSPR to work, users must have registered authentication methods. The best practice is to require at least two methods — typically the Microsoft Authenticator app plus a backup email or phone number. Optimyze configures a combined registration campaign for SSPR and MFA simultaneously, so users register both at the same time.
Combined Registration
Microsoft's Combined Registration experience (enabled by default in newer tenants) guides users through registering both MFA methods and SSPR methods in a single flow. Optimyze configures this as part of the initial Business Premium deployment, with a targeted communication to staff explaining the change and why it makes their working life easier.
