The Self-Service Portal (SSP) is where end users complete identity verification after receiving a secure Verification Portal Link from a helpdesk agent. 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 will their status update to Verification Completed, allowing the helpdesk to proceed with sensitive workflows such as password resets.

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

Entry Point: Verification Portal Link

Users access the SSP by clicking the SMS or email link sent by a helpdesk agent.

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

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.

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.

How SSP Data Appears to Helpdesk Agents

Once the user completes (or fails) verification:

• The record updates in Helpdesk Verifications

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

• The challenge-response Transcript becomes available

The SSP’s output directly drives whether the helpdesk can safely proceed with a password reset or other sensitive action.