Identity Validation Agent for MSPs
Every ticket carries a claim: I am who I say I am. The Identity Validation Agent proves it — with a Microsoft 365 MFA push, a Duo push, or a one-time verification link — before anyone touches an account.
Your service desk verifies identity by vibe
The number looks familiar, the caller knows the company name, they sound annoyed — and the password gets reset. That worked when you had twenty clients. It doesn't scale, and attackers know it.
Caller ID Isn't Proof
Caller ID is routing metadata the caller controls — a claim about origin, not an authentication factor.
Questions Are Researchable
Employee IDs, manager names, and recent ticket details are a homework assignment, not a challenge.
The Help Desk Is the Target
Your desk holds privileged access into every client tenant. One convincing pretext, many victims.
Nothing to Show an Auditor
"The tech verified the caller" isn't evidence. After an incident, memory of a phone call proves nothing.
From claimed identity to proven identity
Verification that runs itself, on the channel you control rather than the one the requester chose.
Request Arrives
A ticket lands from phone, email, or portal. The agent resolves the requester against the contact record in your PSA.
Challenge Sent
An MFA push, Duo push, or one-time verification link goes to the device or address already on record — never one supplied in the request.
Requester Confirms
The requester approves on their enrolled device or clicks the link. Typically done in under thirty seconds, without a technician involved.
Result Logged
The method, outcome, and timestamp are written to the ticket as structured evidence — and unverified requests escalate instead of proceeding.
Typical time to verify a requester, with no technician involved
Three ways to prove identity, one place to prove it happened
Strong verification where the client has MFA, a solid fallback where they don't, and an audit trail either way.
Microsoft 365 MFA Push
Sends an approval request to the device already enrolled against the user's Entra ID identity — real authentication, not a guess.
- Push approval to the enrolled Authenticator device
- Number matching to defeat approval-fatigue attacks
- Works even when the user is locked out of their password
- Sent to the registered device, never a number from the request
Duo Integration
For MSPs and clients standardized on Duo, verification runs through the same provider your team already trusts.
- Duo Push to the requester's enrolled device
- Honors existing Duo policies and enrollment groups
- No parallel identity system to maintain
- Consistent experience across mixed M365 and Duo tenants
One-Time Verification Link
When no MFA provider is enrolled, a single-use, time-limited link goes to the address or number already on record.
- Single-use and expires automatically
- Delivered only to the contact channel on record
- Covers clients who have not deployed MFA yet
- No security questions, ever
Evidence on Every Ticket
Verification is only worth as much as your ability to prove it happened. Every outcome is recorded where auditors and agents can read it.
- Method, outcome, and timestamp written to the ticket
- Structured fields other agents can gate on, not free text
- Generic failure messaging that reveals nothing to a prober
- Unverified requests escalate to a human with context attached
Identity is the gate on automated resolution
Every resolution use case ends at the same question: is this person who they claim to be, and are they allowed to ask for this? Password resets, account unlocks, MFA re-enrollment, licence assignment, mailbox permissions — all of them.
Without proven identity, those tickets have to reach a human, and your automation stops at triage. With it, they can complete. Verification isn't the tax you pay for automated resolution — it's the mechanism that makes it possible.
Identity Validation Agent impact
What changes when identity stops being a judgment call.
typical verification time
verification methods
results logged to the ticket
security questions asked
Identity Validation questions
What happens if the requester can't complete verification?
The request escalates to a human with everything the agent collected attached — what was claimed, what was attempted, and what failed. The technician starts from a position of knowledge instead of from zero, and no identity action proceeds on an unverified request.
Does this work when the user is locked out of their account?
Yes, and that's the most common case. A user who forgot their password almost always still has their enrolled device, so an MFA or Duo push verifies them normally. The factor they lost and the factor being checked are different.
What if a client hasn't deployed MFA?
The one-time verification link covers them. It goes only to the email address or mobile number already on the contact record, is single-use, and expires — which is meaningfully stronger than caller ID or knowledge questions. Enrolling MFA remains the stronger path, and the agent reports which clients are still on the fallback.
Why not just ask security questions?
Because the answers are researchable. Employee IDs, manager names, and details from recent tickets feel like verification but function as a checklist for anyone who has done twenty minutes of homework on a target. The agent never uses knowledge-based questions.
Where does the verification result live?
On the ticket, as structured fields rather than a note. That's what lets the Resolution Agent gate sensitive actions on the evidence collected, and what lets you demonstrate to a client, auditor, or insurer that a specific request was verified a specific way at a specific time.
Works with the rest of the fleet
The Identity Validation Agent is the gate between a ticket arriving and anything happening to an account.
Proven Results for MSPs
26%
Average increased capacity per technician
30%
Less escalations
100%
Removes the need for a dedicated triage and dispatch role
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