The Helpdesk settings control how verification, password reset, and self-service behaviors function during helpdesk workflows. These settings directly affect both security posture and end-user experience.
Note: Changes to these settings apply immediately and impact all applicable helpdesk verification flows.
In this article
Set Password link expiration time
This setting controls how long a Set Password link remains valid after it is issued during a helpdesk or self-service flow.
Once the configured time window expires, the link becomes invalid and the user must restart the verification or password reset process.
Security impact
Shorter expiration times reduce the risk of link reuse or interception
Longer expiration times may improve usability but increase exposure
Typical usage
Short-lived links (for example, a few minutes) are recommended for high-risk environments
Longer durations may be appropriate when users are likely to experience delays
Verifications limit
The Verifications limit defines how many times a user can be verified per day. This setting helps prevent abuse, automation, or unintended excessive verification attempts.
What happens when the limit is reached
Additional verification attempts for the same user are blocked
The user may need to wait until the next day or follow an alternative support process
Security and operational considerations
Lower limits reduce the risk of brute-force or abuse scenarios
Higher limits may be required for organizations with heavy helpdesk usage
Self-service portal settings
Show Set Password action in Self-Service Portal
When enabled, users who successfully complete verification in the self-service portal are allowed to set their password directly, without requiring agent intervention.
When to enable
You want to reduce helpdesk workload
You trust the verification flow to sufficiently validate user identity
When to disable
Password resets require additional internal approval
Regulatory or policy constraints limit self-service actions
Recommended configuration
Use short expiration times for Set Password links in high-risk environments
Set a verification limit that balances abuse prevention with operational reality
Enable self-service password actions only after verification flows are validated
Warning: Enabling self-service password actions without proper verification increases the risk of unauthorized access.
Summary
Helpdesk settings allow administrators to fine-tune how verification and password reset workflows behave. Careful configuration helps balance security, usability, and operational efficiency.