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.
Send a Verification Request
Use the New Verification Request section at the top of the page to start a new verification for an employee.
- In the left menu, click Services > Helpdesk Verification.
- Search for and select the Employee you want to verify. Type into the field to filter the drop-down by name or email.
- Choose how you want to deliver the verification to the employee: Via sharing a Link, Via SMS, or Via Email.
- 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.
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. |
Filter Verification Requests
You can filter the table by one or more criteria to find the verification requests you need.
- In the left menu, click Services > Helpdesk Verification.
- 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.
- Filters are applied immediately. The table displays the requests that fit your criteria, and the filter appears as a tag above the table.
- Repeat these steps to add any additional filters. Click the x on a filter tag to remove it.