The Password Reset Workflow ensures that password resets are performed only after successful identity verification.
imper.ai does not reset passwords itself. Instead, it verifies the user’s identity and allows helpdesk agents to proceed with their organization’s existing password-reset process with confidence.
This article describes the end-to-end password reset experience from the perspective of helpdesk agents and end users.
Before You Begin
Before performing password resets using imper.ai, ensure that the following are completed:
Helpdesk Console — Roles and End-to-End Flow
Helpdesk Agent Experience
Self-Service Portal (SSP)
At least one Identity Provider must be connected, and verification must be enabled for helpdesk use.
When Password Reset Verification Is Required
Password reset verification is typically required when:
A user forgets their password
A user is locked out of their account
Account recovery is requested
Identity must be confirmed before access restoration
Verification is always completed before the password reset action.
End-to-End Password Reset Flow
Step 1 — User Requests a Password Reset
The password reset process may begin in one of the following ways:
The user contacts the helpdesk directly (phone, chat, ticket)
The user reaches an automated helpdesk or IVR menu and selects a password reset option
The user initiates a request from an organizational portal
In all cases, identity verification is required before the reset can proceed.
Step 2 — Agent Sends a Verification Portal Link
From the Helpdesk Verifications page, the agent sends a secure Verification Portal link to the user.
The link can be delivered via:
SMS (country code + phone number)
Email (personal or non-corporate email address)
This link is single-use and time-limited.
Step 3 — User Completes Verification in the Self-Service Portal
The user opens the link and completes identity verification in the Self-Service Portal (SSP).
Verification is completed independently by the user
No agent interaction is required during this step
The agent does not collect identity information manually
Once verification completes, the result is recorded automatically.
Step 4 — Agent Reviews Verification Outcome
The verification result appears in the Helpdesk Verifications table.
Possible outcomes include:
Passed — identity verified successfully
Failed — identity could not be verified
Timed Out — verification was not completed in time
Not Enough Questions — verification criteria were not met
Agents can click the record to review verification details if needed.
Step 5 — Agent Performs Password Reset
If verification passes, the agent proceeds with the organization’s existing password-reset procedure.
This may include:
Resetting the password in the identity provider
Triggering a password reset email
Unlocking the account
imper.ai does not modify passwords or user accounts.
If verification does not pass, the agent should follow internal escalation or remediation procedures.
What Happens After the Reset
After the password reset is completed:
The verification record remains available for auditing
The agent’s action is logged
The user regains access according to organizational policy
Important Notes
Password resets cannot be completed without successful verification
imper.ai does not replace identity providers or IAM systems
Verification confirms identity — it does not grant access by itself
All verification activity is logged for compliance and audit purposes