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imper.ai integrates with your ITSM platform so that Help Desk verification runs directly from the ticket. When a ticket is opened in a category that requires authentication, imper.ai is brought into the workflow: the agent sends a verification link to the requester, the outcome is written back to the ticket, and supported actions (such as a password reset) can be completed through the secure portal - all without leaving the ticketing tool.
This ensures that:
Users are verified before sensitive actions are executed.
Some actions can be completed automatically through imper.ai, without help desk intervention.
Verification results and metadata are fully recorded in the ticket, giving agents actionable insight and a complete audit trail.
NOTE
Connecting the ITSM platform is a one-time setup. See ChangeGear, ServiceNow, or Jira Service Management for the connection steps.
Ticket creation and the verification link
Help desk agents continue to open tickets using their existing ticketing workflow, with no change to current processes.
When a ticket is created in a category that requires authentication, imper.ai adds a verification link to the ticket automatically. Depending on your platform, this appears as a custom imper.ai Verification field or an internal note on the ticket, containing a clickable link to send the verification. All verification actions and outcomes are recorded on the ticket.
Initiating a verification
A verification can be initiated in one of two ways:
By a live agent - from the ticket, the agent clicks the verification link, enters the requester's private email address or phone number on the Send Verification Portal Link page, and clicks Send.
From the IVR - the requester selects an action in the automated phone menu (IVR), and the verification link is sent automatically. See IVR Account Recovery.
The verification portal link is then sent directly to the requester over the selected channel. For the full steps, see Sending a Verification Portal Link.
The end-user experience
Once the agent sends the verification:
The user receives a secure verification link by email or SMS.
Clicking the link opens the imper.ai secure verification page.
The user completes the verification process in the Self-Service Portal (SSP).
Verification results in the ticket
After the user completes verification, the ticket is updated automatically with:
Verification outcome - Passed or Failed.
Verification ID and link - a direct link to the detailed verification view in imper.ai.
This means agents don't need to leave the ticketing tool to understand the result, each ticket carries a clear and auditable verification trail, and verification is explicitly triggered and documented by the agent.
Automated actions and ticket closure
If the ticket involves a predefined action supported by imper.ai (for example, a password reset):
After successful verification, the user can perform the requested action directly through the secure portal.
The action is recorded automatically in the ticket, and the ticket is updated accordingly.
If the action is fully automated, the ticket is resolved and closed automatically once completed.
This keeps the agent in control of when verification starts, ensures secure identity validation before sensitive actions, preserves full audit documentation inside the ticket, and reduces manual handling while maintaining compliance and traceability.
Reviewing requests in the imper.ai console
For deeper investigation and auditability, every request is also available in the imper.ai console, on the Requests Page Overview.
The Requests page lists each request with its ID and requested action, the associated employee, status, referrer, and last update.
Selecting a request opens its drawer, where you can review the verification outcome and risk level, the Analysis Report, any escalation (document or manager approval), and the resulting action - together with the request details.
This gives IT and Help Desk teams the context to make secure, defensible decisions based on verified interactions.