Validating users in help desk
In fact, they may just be the best and most cost-effective solution to protecting the enterprise.
An end user typically calls the service desk when they believe services on their device or the application they are accessing are running slowly. Agents need to be trained and have the tools to quickly evaluate the security implications of what the end user is experiencing.
Too often, the first priority is restoring the end user to full service and closing a ticket, when really there should be concurrent action with the security team(s) to assess what caused the event.
Validating the caller is often a secondary event, if it occurs at all – and this is where the social media conmen excel.
If the end-user does not enter the correct code, the Splash Page displays the "invalid code" error and the user can enter the code again.
In case they close the window before completing the validation process, the next time the Splash Page is opened, they'll be asked to re-enter a phone number.
The integration ensures that users can access passwords with only a valid ticket ID.
It also extends to our access control workflow, which helps in granting approvals to access requests against automatic validation of corresponding service requests in the helpdesk system.
The first time an end-user is redirected to the code validation form, he receives a text message including the code.In case the window is closed before completing the validation process, the next time they will not receive the code until he clicks on "Send the code again." As mentioned above, entering the correct code will enable the end-user to have access to the Internet per the assigned plan.Zoho Vault provides the option to integrate with popular helpdesk systems to automatically validate service requests related to password access.If your organization is currently using a self-service password reset solution, it is critical that the helpdesk staff who manage the system, and assist users, consistently follow best practices.This post will provide tips for reducing password-related calls to the helpdesk, and outline some security measures for safeguarding user accounts.
After the end-user enters their phone number, Volare sends a text message with the code and the validation process begins.