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Answers to common questions about setting up, running, and investigating identity verification with imper.ai for Helpdesk.
Getting Started
How do I set up imper.ai for Helpdesk?
Connect your identity provider, optionally connect data sources and systems for automated actions, configure your verification questions, and connect your ITSM platform. See Getting Started with imper.ai for Helpdesk.
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 connect my ITSM platform?
Connect your IT Service Management platform - such as ServiceNow, ChangeGear, or Autotask - so that requests and actions performed through imper.ai are automatically logged and tracked.
Running Verifications
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.
Which helpdesk actions require verification?
Password reset workflows require a successful verification before the reset is performed.
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.
Why does a verification show "Timed Out"?
This indicates the user did not complete the SSP verification within the available time window.
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.
Verification Details & Risk
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
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).
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 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.
The Self-Service Portal
What is the Self-Service Portal (SSP)?
The SSP is where users complete verification by answering dynamic questions and passing silent checks.
Can users resolve requests on their own?
Yes. When Self-Service Portal Actions are enabled, a verified user can complete actions such as resetting their password on their own, without involving a helpdesk agent. See Helpdesk Settings.
Settings & Configuration
How do I choose which verification questions are used?
On the Verification Questions settings page you can let imper.ai optimize question selection automatically, or manually include or exclude questions from the available set.
How long is a verification link valid, and can I limit attempts?
In Helpdesk Settings you can configure the verification link expiration, a daily verification limit per user, and the number of verification attempts allowed per link.
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.
Monitoring & Investigation
Where are incidents tracked?
Incidents raised during verification and remediation are tracked on the Incidents Page.
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.