Appearance
The Verifications Page provides administrators and help desk agents with complete visibility into all helpdesk-initiated identity verification attempts. Each record includes participant details, risk scoring, verification outcome, timestamps, the referrer (the help desk agent who initiated the verification flow), and the status of the action the user performed at the end of the verification (for example, whether a password reset succeeded, failed, or still requires assistance).
This is the central operational view for help desk-driven identity validation and is used prior to sensitive actions such as password resets, account recovery, and fraud investigation.
Main Verifications Page View
Page Header and Controls
At the top of the page, the following controls appear:
| Control | Description |
|---|---|
| Verification Count | The total number of records (for example, Helpdesk Verifications | 80). |
| Search Bar | Free-text search by participant email, referrer, or status. |
| Filters | Refine results by Risk Score slider (0–10), Participant Email, Status (Passed, Failed, Timed Out, Not Enough Questions), Referrer, and Date Range (with Apply / Reset). Expired verifications are filtered out automatically.* |
| Quick Actions | Send Verification Portal Link, Export CSV, and Refresh Table. |
* An expired verification is a verification link that was sent to a user but never opened or completed before it expired.
These controls enable fast triage, record lookup, and audit reviews.
Verification Table Columns
Each row in the table represents a single verification attempt. Columns include:
| Column | Description |
|---|---|
| Participant Email | The email address of the individual who completed or attempted a verification. |
| Name | The full name of the participant. |
| Risk Score | A numeric score (0–10) that indicates the overall verification risk. Higher values represent increased risk. |
| Status | The final outcome of the verification: Passed , Failed , Timed Out , or Not Enough Questions. |
| Referrer | Identifies who initiated or referred the verification, when applicable. |
| Timestamp | The date and time when the verification was completed. |
| Actions Status | The action the user performed (for example, Reset password) shown with an icon that reflects its status. Hover over the cell to see a tooltip with the status. Shows one of the values listed below. |
Actions Status Values
When an action was performed, the cell shows the name of the action - for example, Unlock account, Set password, or Reset password - together with an icon that reflects its status. The icon is one of the following:
| Icon status | Meaning |
|---|---|
| Success | The action completed successfully. |
| Failed | The action did not complete successfully. |
| Assistance required | The user reported that they still require assistance. |
If no action was performed, the cell shows one of these two statuses instead of an action name:
| Status | Meaning |
|---|---|
| Action incomplete | No action was completed within 5 minutes of the verification. |
| Pending | The action has not been completed yet. |
NOTE
Note: The Actions Status column appears only when actions are configured for your tenant. If no actions are configured, the column is hidden.
Filtering and Searching
Users can filter records by:
Participant Email
Name
Risk Score range
Verification Status
Referrer email
Timestamp
Actions Status - filter by Action successful, Action failed, or Assistance required
Action type - filter by the specific action (for example, Reset password or Unlock account). Only the actions available for your tenant appear.
Expired toggle - show or hide expired verifications. Expired verifications are hidden by default; turn the toggle on to include them in the table.*
Filters allow help desk teams to quickly isolate high-risk events, incomplete verifications, or cases initiated by a specific agent.
Sending a Verification Portal Link
Agents can initiate a verification flow for any user who must prove their identity before a sensitive action (such as a password reset). The user receives a secure link via SMS or email and completes verification in the Self-Service Portal (SSP).
Learn more: Sending a Verification Portal Link. Reset-specific details are in the Password Reset Workflow article.
Exporting Verification Records
Click Export CSV to download the current table view. This allows teams to:
Review high-risk events
Conduct internal audits
Track helpdesk performance
Analyze verification trends
Accessing Verification Details
Selecting a verification record opens the Verification Summary panel, which includes:
General information - name, email, verification status, risk score, referrer, and the time of the verification
An Action section showing the action the user performed and its status. If the action failed, the reason for the failure is shown after the status.
Analysis Report across network, location, identity, device, and tools
Link to the full Verification Transcript - admins can review the complete chat transcript to see exactly where the employee answered incorrectly
From this panel, the agent can also 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 and still wants to proceed.
The examples below show two cases: a failed verification with no action performed (left), and a successful verification with a failed action where the Action section displays the reason for the failure (right).
