The Helpdesk Console relies on authoritative identity data and optional system integrations to verify users during helpdesk interactions.
This article explains how the Helpdesk Console uses identity providers and connected systems during helpdesk verification..
Before You Begin
Before connecting identity providers and systems, review:
Identity Providers Requirement
Before proceeding, ensure that at least one Identity Provider (IdP) is connected at the organization level.
The IdP supplies the authoritative user identity and directory context used during verification.
Supported identity providers include:
Google Workspace
Microsoft Entra ID
Identity providers are connected at the organization level and are shared across imper.ai features, including communication channels and Helpdesk workflows.
The Helpdesk Console cannot operate without an identity provider.
What the IdP Provides
Once connected, the IdP provides:
User identifiers (email, name, directory attributes)
Organizational membership context
A trusted source of truth for identity verification
Internal Systems (Optional but Recommended)
In addition to an identity provider, you can connect internal systems to enrich Helpdesk verification workflows.
These systems are optional but can significantly improve verification confidence and automation.
Common Examples
Internal systems may include:
HR systems
IAM or access management platforms
Other organizational directories or sources of record
How Internal Systems Are Used
When connected, internal systems can be used to":
Validate user attributes during verification
Support contextual verification decisions without requiring manual checks
Reduce manual checks by helpdesk agents
Examples of supported integrations include platforms such as UKG, Workday, and CyberArk.
(See the relevant integration guides for setup instructions.)
How the Helpdesk Console Uses Connected Systems
During a helpdesk interaction:
A verification request is initiated
The Helpdesk Console queries the connected IdP
Optional system integrations are consulted for additional context
imper.ai evaluates identity and contextual signals
A verification result is returned to the agent or workflow
All system interactions are performed automatically and transparently.
Managing Connected Identity & Systems
Administrators can:
Review connected identity providers
Enable or disable optional system integrations
Update configurations as organizational systems change
Changes take effect immediately and apply to all Helpdesk verification workflows.
Security & Privacy Considerations
Connected identity providers and systems:
Are accessed using least-privilege principles
Provide metadata and identity context only
Do not expose credentials, secrets, or sensitive content to helpdesk agents
Verification data is used exclusively for security and auditing purposes.