What is the Helpdesk Console?
The Helpdesk Console is where administrators and helpdesk agents can view, initiate, and investigate identity-verification events.
It provides:
Verification attempts
Risk scores
Analysis reports
Access to the Verification Summary Panel and Transcript
Tools for initiating secure verification workflows
How do I initiate a verification for a user?
Use Send Verification Portal Link from the Helpdesk Verifications page.
You can send the link via:
SMS (country code + phone number)
Email (personal/non-corporate email)
What happens when I send a Verification Portal Link?
The user receives a secure link and completes identity verification inside the Self-Service Portal (SSP).
imper.ai performs:
Silent infrastructure checks
Challenge-response questions
Results appear in the Helpdesk Verifications table.
What does “Not Enough Questions” mean?
This status appears when the user did not answer the minimum required challenge questions for a valid verification session.
Where can I see the full details of a verification attempt?
Click any record in the Helpdesk Verifications table to open the Verification Summary Panel, which includes:
Risk score
Network analysis
Endpoint analysis
Persona indicators
Challenge scoring
Device metadata
Transcript link
What is the Verification Transcript?
A detailed log showing:
Every challenge question asked
The user’s responses
Whether answers were correct, partial, invalid, or skipped
How does imper.ai calculate the risk score
The Verification Summary Panel combines results across:
Network checks
Endpoint checks
Persona signals
Challenge-question accuracy
Each category contributes to a 0–10 risk score (higher = higher risk).
Why does a verification show “Timed Out”?
This indicates the user did not complete the SSP verification within the available time window.
Does Helpdesk verification affect console access?
No.
Helpdesk verification confirms identity for operational workflows like password resets.
Console access is controlled separately in User Management under Settings.
Can I reset a user’s password before verification?
No.
imper.ai requires a successful verification before you proceed with your internal password-reset process.
How do I see who initiated a verification?
The Referrer column in the Helpdesk Verifications table shows which helpdesk agent triggered each verification.
Can I export verification data?
Yes.
Click Export CSV on the Helpdesk Verifications page to download filtered or full results
What is the Self-Service Portal (SSP)?
The SSP is where users complete verification by answering dynamic questions and passing silent checks.
Which helpdesk actions require verification?
Password reset workflows
Verification is required before performing the reset.
How do I investigate a suspicious verification or participant?
Use Conversations > Expand Meeting > Select Participant to view their:
Risk score
Verification status
Summary Panel
Transcript
What actions can I take if something looks suspicious?
The Remediate actions are:
Report — starts a chat with the meeting organizer & on-call security engineer
Update verification status — Coming Soon
Report an Incident in the communication channel
Why do verification records appear in both Helpdesk and Conversations?
Helpdesk Verifications are helpdesk-initiated identity checks.
Conversations display session-based verification evaluations during monitored meetings.
Both use the same verification engine and Summary Panel.
Does imper.ai protect all users automatically?
No.
Only users listed in Protected Users have their communication channels monitored.
This is separate from console access or helpdesk verification.