RBGE Thanks for your reply - very much appreciated.
In our case, the Agents would be our technicians and engineers (always internal staff). Our Users would be our customers. Each customer generally has 1-3 users that they request we setup accounts for. These are the Users that would normally open a ticket with our technical support organization. We don't care so much about 2FA at this point with our Agents, but we are concerned about our customers access. We would prefer to setup our customers (Users) with 2FA. We are not looking for SSO, just more/added security when it comes to our customer's access. We would like them to use a 2FA method of their choosing - either Google or Microsoft. This is what we are seeing with other ticketing systems.
Thanks again!