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. See the Password Reset Workflow for the full process.