The Helpdesk Agent Experience describes how helpdesk agents interact with imper.ai during real support interactions.
From the agent’s perspective, imper.ai functions as a verification layer that supports secure decision-making before sensitive actions are performed. Agents initiate or observe verification, review results, and proceed according to organizational policy.
This article focuses on what agents see and do, not how workflows are configured.
Before You Begin
Before reviewing the agent experience, ensure that:
have been reviewed and completed.
When Agents Use Verification
Helpdesk agents typically use imper.ai verification during interactions such as:
Password reset requests
Account recovery or unlock requests
Identity confirmation before access changes
Any interaction requiring user authentication
Verification is performed before the agent completes the requested action.
Initiating Verification
Verification is initiated as part of a helpdesk interaction.
Depending on the interaction flow, verification may be:
Initiated by the agent
The agent sends a verification or password-reset request from the Helpdesk Console.
Initiated outside the agent interface
Verification may already be in progress or completed (for example, via IVR or self-service flows).
In all cases, agents do not need to manually collect identity information from the user.
What Agents See During Verification
During a verification process, agents can see:
The verification status (in progress, completed, failed)
Whether the user has successfully completed verification
Indicators that require attention (for example, incomplete verification)
Agents do not see raw identity signals, underlying data sources, or internal risk scores.
Interpreting Verification Results
After verification completes, imper.ai provides a clear outcome that agents use to decide next steps.
Typical outcomes include:
Verified – the agent may proceed with the requested action
Not verified – the agent should not proceed and may escalate
Incomplete – the agent may retry or follow internal procedures
Verification outcomes are designed to be clear and actionable.
Proceeding After Verification
Once verification is successful, agents can proceed with actions allowed by organizational policy, such as:
Resetting a password
Restoring account access
Completing the helpdesk request
If verification fails or cannot be completed, agents should follow internal escalation or remediation procedures.
Self-Service Verification Scenarios
In self-service scenarios:
Users complete verification independently through the Self-Service Portal
Agents may only see the final verification outcome
Direct agent involvement is required only if verification fails or additional assistance is needed
This reduces agent workload while maintaining security controls.
Audit and Visibility
All agent-related verification activity is logged, including:
Verification initiation or observation
Completion or failure
Final outcome
These logs support auditing, compliance, and incident review.
What Agents Do Not Need to Do
With imper.ai in place, agents do not need to:
Ask knowledge-based security questions
Collect sensitive personal information
Make subjective identity judgments
imper.ai standardizes verification and removes guesswork from the process.
Best Practices for Agents
Always rely on verification outcomes before performing sensitive actions
Do not bypass verification, even under time pressure
Escalate cases where verification cannot be completed
Follow internal policies for failed or suspicious verifications