The Help Desk Console provides a centralized workspace for administrators and helpdesk agents to validate user identities, investigate suspicious requests, and securely initiate resolution workflows such as password resets.

imper.ai combines infrastructure-layer checks with dynamic, AI-driven contextual verification identity questions. Verification outcomes-including risk scoring, analysis details, and transcripts-are displayed in a structured format, enabling help desk teams to make fast, confident decisions.

What You Can Do in the Help Desk Console

The Admin Console for help desk supports the following core activities:

• View all help desk-initiated verifications

• Review verification results, risk scores, and detailed analysis reports

• Verification request flows through secure SMS or email links

• Investigate unusual or failed verifications

• Monitor verification analytics and trends, including success rates and risk patterns

This article provides a high-level overview of how Helpdesk appears and behaves in the imper.ai platform.

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Help Desk Dashboard

The Dashboard provides an overview of verification activity - how often verification is completed, how long it takes, and whether challenges are being passed. Learn more: Helpdesk Dashboard.

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Help Desk Verifications Table

The Verifications page lists every helpdesk-initiated verification, including outcome, risk score, referrer, and the user's feedback. Learn more: Verifications Page Overview.

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Initiating Verification Flows

Help desk agents initiate verification by sending a secure Verification Portal link to the user, who completes identity verification in the Self-Service Portal (SSP); the agent then reviews the outcome and proceeds according to policy. Learn more: Sending a Verification Portal Link.

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Verification Summary

The verification summary panel gives a detailed view of each verification - general info, analysis report, verification checks, and device/session metadata. From here, the agent can use the Actions button to trigger a specific action (for example, when a verification did not pass but the agent confirmed the user's identity another way). Learn more: Incidents and Risk Signals - Overview.

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Self-Service Portal

Using the Self-Service Portal, end users can perform actions such as resetting their password, provided they are successfully verified as legitimate users and are not deemed privileged users.

Learn more: Self-service portal

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Password Reset Workflow

Password reset is the most common action gated by verification - once a user passes verification, they can reset their own password in the Self-Service Portal, or a helpdesk agent can complete the reset. The same flow applies to any gated action; see the Verification & Action Flow for the full process.

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Escalating Inconclusive Verifications

When a verification comes back inconclusive - there isn't enough certainty to let the user proceed, but no clear indications of impersonation were found - imper.ai can apply an extra layer of confirmation before allowing a sensitive action. Which option applies is set per verification policy.

Verifying with a Document

imper.ai can automatically add a document verification step (when enabled for the policy) - no agent action required. The user is asked to confirm their identity with a government-issued document, using either your organization's configured identity verification provider or the provider offered by imper.ai, and the outcome sets the final verification result.

For the full flow, see Verify with Document.

Verifying with a Manager

An agent can confirm the user's identity through the user's manager by email - directly from the verification drawer, with no call or meeting. The manager approves or declines the request; on approval, the user can complete the action without further verification. High-risk failed verifications do not offer this option.

For the full agent and manager flow, see Verify with Manager.