imper.ai integrates with ITSM platforms - ServiceNow and ChangeGear - so that Help Desk verification runs directly from the ticket. When a ticket is opened in a category that requires authentication, imper.ai is brought into the workflow: the agent sends a verification link to the requester, the outcome is written back to the ticket, and supported actions (such as a password reset) can be completed through the secure portal - all without leaving the ticketing tool.

This ensures that:

• Users are verified before sensitive actions are executed.

• Some actions can be completed automatically through imper.ai, without help desk intervention.

• Verification results and metadata are fully recorded in the ticket, giving agents actionable insight and a complete audit trail.

NOTE

Connecting the ITSM platform is a one-time setup. See ChangeGear or ServiceNow for the connection steps.

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Ticket creation and the verification link

Help desk agents continue to open tickets using their existing ServiceNow or ChangeGear workflow, with no change to current processes.

When a ticket is created in a category that requires authentication, imper.ai adds a verification link to the ticket automatically. The link appears slightly differently depending on the platform:

• ServiceNow - a custom imper.ai Verification field is added to the ticket, containing a clickable "imper.ai - Send Verification link".

• ChangeGear - an internal note is added to the ticket, containing a clickable "Send Verification via imper.ai Portal" link. All verification actions and outcomes are recorded in the ticket's internal notes.

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Agent-initiated verification

Verification is always triggered explicitly by the agent:

1. The agent clicks the verification link in the ticket.

2. A Send Verification Portal Link page opens.

3. The agent enters the requester's private email address or phone number.

4. The agent clicks Send to deliver the secure verification link.

The verification portal link is then sent directly to the requester over the selected channel.

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The end-user experience

Once the agent sends the verification:

• The user receives a secure verification link by email or SMS.

• Clicking the link opens the imper.ai secure verification page.

• The user completes the verification process.

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Verification results in the ticket

After the user completes verification, the ticket is updated automatically with:

• Verification outcome - Passed or Failed.

• Verification ID and link - a direct link to the detailed verification view in imper.ai.

This means agents don't need to leave the ticketing tool to understand the result, each ticket carries a clear and auditable verification trail, and verification is explicitly triggered and documented by the agent.

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Automated actions and ticket closure

If the ticket involves a predefined action supported by imper.ai (for example, a password reset):

• After successful verification, the user can perform the requested action directly through the secure portal.

• The action is recorded automatically in the ticket, and the ticket is updated accordingly.

• If the action is fully automated, the ticket is resolved and closed automatically once completed.

This keeps the agent in control of when verification starts, ensures secure identity validation before sensitive actions, preserves full audit documentation inside the ticket, and reduces manual handling while maintaining compliance and traceability.

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Reviewing verifications in the imper.ai console

For deeper investigation and auditability, all verification data is also available in the imper.ai console.

The Verifications table includes the ticket number, requester name and email, risk level (Verified, Medium, High), verification status (Passed / Failed), request category, the agent who initiated it, and the timestamp.

Selecting a verification opens the Verification Details view, which shows the ticket number and subject, description, requested action, requester name and email, verification status and risk level, the initiating agent, the Analysis Report, additional information about the user, the timestamp, and a recommendation - for example, "User verified successfully - proceed with action" or "High risk detected - reject this request."

This gives IT and Help Desk teams the context to make secure, defensible decisions based on verified interactions.