The imper.ai Helpdesk Console enables organizations to securely verify user identity during helpdesk interactions before performing sensitive actions, such as password resets or account changes.
Building on the roles and verification flow described in Helpdesk Console — Roles and End-to-End Flow, this article focuses on what the Helpdesk Console provides and how it supports administrators and agents in day-to-day operations.
The Helpdesk Console centralizes verification activity across all helpdesk channels, offering visibility, control, and auditability without introducing friction for end users.
Before You Begin
Before reading this article, review:
What the Helpdesk Console Provides
The Helpdesk Console allows organizations to:
Verify user identity during helpdesk interactions using real-time signals
Support both agent-assisted and self-service verification flows
Perform secure actions only after successful verification
Monitor verification outcomes across the organization
Maintain a complete audit trail of all verification activity
Verification is enforced consistently and automatically based on organizational configuration.
Who Uses the Helpdesk Console
The Helpdesk Console is used by two internal roles:
Administrators, who configure settings, manage access, and monitor verification activity
Helpdesk agents, who initiate verifications and act on verification results during support interactions
End users interact only with the Self-Service Portal (SSP) and do not access the Helpdesk Console directly.
Core Areas of the Helpdesk Console
From the imper.ai platform, authorized users can access:
Dashboard
High-level metrics such as verification volume, success rates, and average duration
Verifications Page
A centralized view of all verification attempts, including status and outcomes
Verification Details & Reports
Detailed context and analysis for individual verification events
Helpdesk Settings
Configuration options that control verification behavior and limits
Audit Log
A complete, immutable record of verification-related activity
Access to specific areas depends on the user’s role and permissions.
How This Fits into Helpdesk Onboarding
The Helpdesk Console is deployed and configured as part of the Helpdesk onboarding process.
Typical onboarding steps include:
Deploying the Helpdesk Console
Connecting identity providers and internal systems
Defining verification behavior
Enabling helpdesk agent access
Each step is documented in a dedicated article within the Helpdesk Onboarding section.
What’s Next
To begin setting up the Helpdesk Console, continue with Deploying the Helpdesk Console