The Self-Service Portal (SSP) is where end users complete identity verification - either after receiving a secure Verification Portal Link from a helpdesk agent, or through a self-service request they start themselves. The SSP guides the user through a multi-layer verification process that includes both silent environmental checks and interactive challenge questions.

Only after the user passes SSP verification does their status update to Verification Completed, allowing the sensitive action - such as a password reset - to proceed, whether the user completes it themselves in the portal or a helpdesk agent carries it out.

This article explains what users experience in the SSP and how it appears in the imper.ai Helpdesk ecosystem.

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Entry Point: Verification Portal Link

Users access the SSP by clicking the SMS or email link sent by a helpdesk agent, or by starting a self-service request themselves (for example, a self-service password reset).

Once the user clicks the link, they are taken directly into the SSP verification flow.

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Verification Flow Inside the SSP

The SSP performs multi-layer identity verification using the following components:

1. Infrastructure Verification (Silent Layer)

Imper.ai automatically checks:

• IP address & geolocation

• VPN/proxy indicators

• Device type & integrity

• Browser environment

• Behavioral signals

These checks run silently , without any required interaction.

2. Knowledge Verification (Challenge Questions)

Users are asked 3–4 customized questions generated from connected organizational systems and personal context, such as:

• Recent calendar events

• Group memberships

• Known organizational associations

• Scheduled meetings

Incorrect, partial, or skipped responses contribute to the final risk score.

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Completion Notification

Once the user finishes the SSP verification flow:

• They receive a completion message

• Their verification status updates in the Helpdesk Console

• A risk score is calculated

• A full Verification Summary Panel becomes available to helpdesk agents

If the user fails the challenge or skips required questions, the SSP ends and instructs the user to contact helpdesk.

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Post-Verification Actions

If the user successfully passes the SSP verification, they are automatically presented with the actions that were enabled by the helpdesk agent for this verification session (for example, password reset or other permitted workflows).

The user can then proceed to complete the requested action directly within the portal.

Once the action is completed:

• The user is shown a completion confirmation message

• A user feedback form is presented, allowing the user to report their experience or flag any issues encountered during the process

This feedback becomes visible to the helpdesk agent in the verification record and can help identify situations where the user experienced difficulties or where additional assistance may be required.

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How SSP Data Appears to Helpdesk Agents

Once the user completes (or fails) verification:

• The record updates in the Helpdesk Verifications table

• Agents can open the Verification Summary Panel to view detailed analysis

The SSP’s output determines whether a password reset or other sensitive action can safely proceed - whether the user completes it themselves in the portal or a helpdesk agent carries it out.