# Manage Helpdesk Verifications

Helpdesk Verification lets you manually trigger identity verification for an employee, in real time, without waiting for the employee to initiate the request themselves. This is useful in agent-assisted scenarios such as call center support, in-branch help desk visits, or any time a support agent needs to confirm an employee's identity before granting access, resetting credentials, or resolving an account issue. Support agents can send a verification to the employee via link, SMS, or email, then track the result directly from this same table.

In the left menu, click **Services** > **Helpdesk Verification** to access the page. The employees listed here come from your connected [directory integration](https://developer.incode.com/docs/directory-integrations).

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## Send a Verification Request

Use the New Verification Request section at the top of the page to start a new verification for an employee.

1. In the left menu, click **Services** > **Helpdesk Verification**.
2. Search for and select the **Employee** you want to verify. Type into the field to filter the drop-down by name or email.
3. Choose how you want to deliver the verification to the employee: **Via sharing a Link**, **Via SMS**, or **Via Email**.
4. Depending on the verification method selected, the button at the bottom of the section changes:
   - If you selected **Via sharing a Link**, click **Generate Verification & Copy Link** to create the verification and copy a shareable link to your clipboard. Send this link to the employee through any channel you choose.
   - If you selected **Via SMS**, click **Send SMS** to text the verification link directly to the employee's phone number on file.
   - If you selected **Via Email**, click **Send Email** to email the verification link directly to the employee's email address on file.

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## View Verification Requests

Below the New Verification Request section, a table lists the Helpdesk verification requests for your organization.

| Column              | Description                                                                                                                                 |
| ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name**            | The employee's name recorded in the directory.                                                                                              |
| **User Identifier** | The employee's unique identifier: their email address, username, or directory ID.                                                           |
| **Last Update**     | The date and time the verification request was last updated.                                                                                |
| **Score**           | The verification result: _Pass_, _Warn_, _Fail_, _Not Applicable_, _Needs Review_, _Pass (Manual)_, _Fail (Manual)_, or _Pending (Manual)_. |
| **Session Status**  | The current status of the verification: _Completed_ or _Not Completed_.                                                                     |

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## Filter Verification Requests

You can filter the table by one or more criteria to find the verification requests you need.

1. In the left menu, click **Services** > **Helpdesk Verification**.
2. Click one of the filter fields above the table:
   - **Name**: Enter the name of the employee you want to search for.
   - **User Identifier**: Enter the email address, username, or directory ID for the employee you want to search for.
   - **Last Update**: Select **All dates**, **Last Week**, **Last Month**, **Last Quarter**, or **Custom Date Range**. If you select **Custom Date Range**, select a start and end date.
   - **Score**: Select _Pass_, _Warn_, _Fail_, _Not Applicable_, _Needs Review_, _Pass (Manual)_, _Fail (Manual)_, or _Pending (Manual)_.
   - **Session Status**: Select _Completed_ or _Not Completed_.
3. Filters are applied immediately. The table displays the requests that fit your criteria, and the filter appears as a tag above the table.
4. Repeat these steps to add any additional filters. Click the **x** on a filter tag to remove it.

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