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HelpDeskID Identity Verification

Verify a requester's identity right from the ticket sidebar.

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HelpDeskID

About this app

HelpDeskID is identity verification built for IT help desks and managed service providers (MSPs). We help support teams stop help desk social engineering - the tactic behind many modern breaches - by making it fast and reliable to confirm that a caller or requester really is who they claim to be before an agent resets a password, grants access, or changes MFA.

This app brings HelpDeskID identity verification directly into the Zendesk ticket sidebar, so agents can verify a requester without ever leaving the ticket.

What you can do with this app:

  • Verify a requester in one click using the method that fits your policy: Duo Push, the HelpDeskID mobile app, a hardware security key or passkey, a one-time code by SMS or voice, or an email link.

  • See the result live in the sidebar and have it written back to the ticket automatically, including tags for verified and denied outcomes.

  • Receive and respond to incoming ("reverse") verification requests from your end users without leaving Zendesk.

  • Instantly see whether the current requester is a known HelpDeskID user, along with their most recent verification status.

  • Steer agents toward stronger methods, with clear labels showing which options are more resistant to SIM-swap and phishing.

Why teams use it:

  • Cut the risk of impersonation on password resets and access changes.

  • Keep a clean audit trail - every verification is logged back to the ticket.

  • Give agents a faster, more consistent workflow than reading out security questions.

The app is powered by your existing HelpDeskID account. Stronger methods (Duo, the mobile app, hardware keys, and passkeys) are recommended over SMS, voice, and email, which are clearly marked as less secure in the sidebar.

Data handling: To run a verification, this app sends the ticket requester's name, email, and organization, the ticket ID and tags, and the acting agent's email to your connected HelpDeskID account over HTTPS. HelpDeskID processes this data solely to verify the requester's identity and to write the result back to the ticket. No data is sold or used for advertising. Privacy policy: https://helpdeskid.com/privacy

Detalles de la aplicación

Cómo instalar

Before you begin: You need a HelpDeskID account. If you don't have one yet, sign up at https://helpdeskid.com.

This app connects Zendesk to your HelpDeskID account using a secure token. Follow these steps:

  1. Sign in to HelpDeskID and go to Integrations in the left navigation.

  2. Select Zendesk from the list of integrations.

  3. Under HelpDeskID Zendesk app, click Generate token, then copy the token that appears. You will paste it into Zendesk in step 6.

  4. In Zendesk, install this app (Admin Center > Apps and integrations > Zendesk Support apps).

  5. In the HelpDeskID URL field, enter your HelpDeskID base URL. For most accounts this is https://app.helpdeskid.com.

  6. In the Webhook token field, paste the token you copied in step 3. This is stored as a secure setting and is never shown to agents.

  7. Click Install.

  8. Open any ticket and expand the HelpDeskID panel in the right sidebar to start verifying requesters.

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