Help Desk user verification process
Verify user identity before providing account assistance to prevent unauthorized access and protect user accounts.
Why this matters
Verification stops unauthorized users from gaining access through social engineering or help desk impersonation.
This topic describes the end-to-end process as a Help Desk user when you need to verify a user before you can provide assistance.
Prerequisites: Help Desk page configured with user verification enabled. See Help Desk user verification configuration.
An end user (for example, an employee) contacts the Help Desk for assistance, like a password reset.
As a Help Desk user, log in to the Help Desk page configured in the Identity Platform for your organization.
On the Help Desk page, enter the username of the person requesting assistance and click Get User. You should see a "User not verified" message in red text.
The Help Desk page displays the user profile with a "User not verified" message in red text.
Click User Verification.
The User Verification dialog appears.
From the MFA Methods list, select an available verification method to send to the user. Available methods depend on your organization's configuration and the user's enrolled devices.
Click Send to deliver a verification code. Otherwise, if you selected Mobile Authenticate OTP, skip to the next step.
Send SMS OTP to end user
Send a code to the end user's Authenticate app (Available in SecureAuth IdP 26.0.0)
The user receives a verification on their end via SMS, email, authenticator app, or push notification. Ask them to provide the code or confirm they accepted the push notification.
When the verification succeeds, the Help Desk page updates with "User verified" in green text.
Next, you can then assist the user with their request, such as password reset or account unlock.