Overview

The imper.ai Helpdesk Console protects helpdesk interactions by verifying user identity before sensitive actions are performed, such as password resets or account changes.

Helpdesk verification involves three distinct participants—administrators, helpdesk agents, and end users—each interacting with the system from a different perspective. Understanding these roles and how verification flows between them is essential for successful deployment and operation.

This article explains:

The responsibilities of each role
How verification requests are initiated
What happens from initiation through completion and auditing

Roles and Responsibilities

The Helpdesk Console is experienced differently depending on the user’s role.

Administrator

Administrators are responsible for configuring, monitoring, and governing helpdesk verification.

Admins can:

Configure Helpdesk settings and limits
Manage users and roles
View all verification activity
Access dashboards and audit logs
Manage integrations and identity providers
Act as helpdesk agents if assigned the appropriate role

Admins do not manually verify end users. They define the environment in which verification occurs.

Helpdesk Agent

Helpdesk agents use imper.ai during live support interactions.

Agents can:

Initiate verification requests
View all verification attempts (not only those they initiated)
Monitor verification status and outcomes
Perform post-verification actions (for example, password reset)

Agents do not configure verification logic or system settings.

End User (Self-Service Portal)

End users never log in to imper.ai directly.

End users:

Receive a secure verification link
Complete verification challenges in the Self-Service Portal (SSP)
Are verified without seeing internal risk scores or system data

The end user experience is intentionally limited to verification only.

How Verification Requests Are Initiated

Verification is initiated by interaction context, not by admin-configured triggers or rules.

imper.ai supports multiple initiation paths:

Agent-Initiated Verification

A helpdesk agent initiates verification during a live interaction (call, chat, or ticket).

Typical examples:

A user contacts support to reset a password
The agent sends a verification or password-reset link
The user completes verification in the Self-Service Portal

IVR-Initiated Verification

Verification can be initiated through an Interactive Voice Response (IVR) flow.

Example:

A user calls a support number
The IVR menu offers options (for example, “Press 3 to reset your password”)
Selecting an option automatically sends a verification link to the user

This flow does not require agent involvement at initiation time.

Platform-Initiated Verification

Verification can also be initiated directly from the imper.ai platform by an authorized admin or agent.

This is typically used for:

Proactive verification requests
Follow-up actions after an interaction
Operational or security-driven verification needs

What Does Not Initiate Verification

End users cannot independently start verification
Administrators do not define conditional or automated triggers
Verification is always tied to a support or security interaction

End-to-End Verification Flow

At a high level, the Helpdesk verification process follows this sequence:

Admin deploys and configures the Helpdesk Console
Verification is initiated by an agent, IVR flow, or platform action
End user completes verification in the Self-Service Portal
imper.ai evaluates identity signals and produces a verification result
Agent or admin performs allowed actions (for example, password reset)
All activity is recorded in dashboards and audit logs

This flow ensures verification occurs consistently and is fully auditable.

Where to Go Next

Use the articles below to dive deeper based on your role and task:

Deploying the Helpdesk Console
Set up the Helpdesk Console and required components.
Connecting Identity & Systems (Helpdesk Console)
Connect identity providers and internal systems used for verification.
Configuring Verification Workflows (Helpdesk Console)
Define how verification behaves and what actions are permitted.
Helpdesk Agent Experience
Learn how agents initiate and manage verification requests.
Self-Service Portal (SSP)
Understand the end-user verification experience.
Verifications Page Overview & Audit Log
Review verification outcomes and historical activity.