This article explains how administrators configure verification behavior for the Helpdesk Console.
Verification workflows define how identity verification is performed during helpdesk interactions and which actions are permitted after successful verification. They do not control when verification is initiated.
Verification requests are initiated by:
Helpdesk agents
IVR flows
Platform-initiated actions
This article focuses only on verification behavior and outcomes, not initiation.
Before You Begin
Before configuring verification workflows, review:
Ensure that:
At least one identity provider is connected
Optional internal systems (if used) are already integrated
What a Verification Workflow Defines
A verification workflow determines:
How users are verified
What information is evaluated
What actions are allowed after verification
Workflows do not define triggers, routing logic, or initiation conditions.
Verification Methods
Depending on your configuration, verification may include:
Identity-based verification using directory attributes
Contextual questions derived from connected systems
Risk-based evaluation using identity and behavioral signals
The specific verification experience presented to the end user is determined automatically by imper.ai based on available context.
Verification Limits and Controls
Administrators can configure system-level limits that apply across helpdesk verification, including:
Maximum number of verifications per user per day
Verification session expiration times
Availability of self-service actions (for example, password reset)
These limits help prevent abuse and ensure consistent security posture.
Post-Verification Actions
Verification workflows define which actions are allowed after successful verification.
Common examples include:
Allowing a helpdesk agent to reset a password
Allowing a user to complete a password reset via the Self-Service Portal
Recording verification results for audit and reporting
If verification fails or cannot be completed, no protected action is allowed.
What Verification Workflows Do Not Do
To avoid confusion, verification workflows:
Do not determine when verification starts
Do not define conditional triggers or event-based rules
Do not route users between different workflows
Do not replace agent judgment or organizational policy
Verification behavior is applied consistently across all supported initiation paths.
How This Affects Helpdesk Agents and End Users
Agents initiate verification and act based on the result
End users complete verification through the Self-Service Portal
Admins define verification behavior and permitted actions
All verification activity is visible in the Verifications page and Audit Log.