Overview
This document describes the end-to-end experience for IT and Help Desk teams using ChangeGear with imper.ai, ensuring secure and auditable handling of tickets and actions.
The solution ensures that:
When a ticket is opened, imper.ai is automatically included in the workflow, allowing sending a verification link to the user and updating the ChangeGear ticket with the verification outcome.
Users are verified before sensitive actions are executed.
Certain predefined actions (e.g., password reset) can be completed automatically via imper.ai, without requiring help desk intervention.
Verification results and metadata are fully recorded in ChangeGear, providing agents with actionable insights and a complete audit trail.
Ticket Creation & Verification Link
Help desk agents continue using their existing ChangeGear workflow, with no changes to current processes.
Verification Link Added Automatically
When a ticket is created in a category that requires authentication:
An internal note is automatically added to the ticket.
The note contains a clickable verification link, labeled: “Send Verification via imper.ai Portal”.
all verification actions and outcomes are recorded in the ticket internal notes.
Agent-Initiated Verification
To initiate verification:
The agent clicks the verification link from the ticket internal notes.
A Send Verification Portal Link page opens.
The agent enters the requester’s private email address or phone number.
The agent clicks Send, delivering the secure verification link directly to the user.
The verification portal link is then sent directly to the requester via the selected communication channel.
User Experience
Once the agent sends the verification:
The user receives a secure verification link via email or SMS.
Clicking the link redirects the user to the imper.ai secure verification page.
The user completes the verification process.
Verification Results in ChangeGear
After the user completes verification, an internal note is automatically added to the ticket with the following details:
Verification Outcome: Passed / Failed
Verification ID & Link: Direct link to the detailed verification view in imper.ai
This ensures:
Agents do not need to leave ChangeGear to understand the verification result.
Each ticket contains a clear and auditable verification trail.
Verification is explicitly triggered and documented by the agent.
Automated Action Handling & Ticket Closure
If the ticket involves a predefined action supported by imper.ai (e.g., password reset):
After successful verification, the user can perform the requested action directly through the secure portal.
The action is recorded automatically in the ChangeGear ticket.
The ticket is updated accordingly.
If the action is fully automated, the ticket is resolved and closed automatically once completed.
Benefits:
Maintains agent control over verification initiation.
Ensures secure identity validation before sensitive actions.
Keeps full audit documentation inside the ticket.
Reduces manual handling while preserving compliance and traceability.
Verifications Page
For deeper investigation and audibility, all verifications data are available in the imper.ai console:
Verifications Table Includes:
Ticket Number
Requester Name & Email
Risk level (Verified, Medium, High)
Verification Status (Passed / Failed)
Request category
Initiated By (agent name)
Timestamp of Verification
Verification Details View:
Clicking a verification entry shows:
Ticket Number & Subject
Description
Requested action
Requestor User Name & Email
Verification Status
Risk Level
Initiated by (agent)
Analysis Report
Additional information about the user
Timestamp
Recommendations Displayed:
User verified successfully - Proceed with action
High risk detected - Reject this request
This empowers IT and Help Desk teams to make secure, defensible decisions based on verified interactions.
