Verify who's calling the service desk, without asking security questions

Social engineering attacks against IT help desks are rising. Knowledge-based authentication is the weakest link. Authsignal lets service desk agents verify the identity of callers and ticket submitters with passkeys, push, or biometrics, inside ServiceNow and Salesforce.

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Modern identity verification for IT service operations

When an employee or customer contacts the service desk for a password reset, access request, or account change, Authsignal verifies their identity before the agent acts. A push notification to their registered device, a passkey challenge, or a biometric check, all within the ServiceNow or Salesforce workflow the agent already uses.

  • Native ServiceNow and Salesforce integration: verification inside the agent's existing workflow
  • Stop social engineering at the service desk: no more knowledge-based questions
  • One verification platform across IT service desk, contact center, and customer-facing app

Native

integration with ServiceNow, enabling IT service desk agents to verify caller identity with passkeys, push, and biometrics directly within workflows.

26 seconds

reduced time per call for contact center authentication, by replacing KBA with passkey and biometric verification.

Identity verification inside the tools agents already use

ServiceNow integration

Agents trigger identity verification from within a ServiceNow incident or request. The user authenticates on their device. The verified status appears in the ticket. No external tools, no phone-back procedures.

Salesforce Service Cloud

Authsignal Call Connect embeds identity verification into Salesforce Service Cloud workflows. Agents verify callers during live calls or before acting on sensitive ticket requests.

Flexible authentication methods

Passkeys, push to a registered device, WhatsApp OTP, SMS OTP, or biometric liveness. You configure which methods are available for service desk scenarios in the rules engine.

Unified policy across channels

The same identity verification policies apply across your IT service desk, customer contact center, and web/mobile app. One rules engine, one audit trail, one platform.

Frequently asked questions

How does the agent trigger verification?

Within ServiceNow or Salesforce, the agent clicks a verification button on the incident or case. Authsignal sends a push, passkey, or OTP challenge to the user's registered device or phone number. The agent sees the result in real time within their existing tool.

Does this work for both internal employees and external customers?

Yes. Authsignal verifies identity for anyone in your user directory. IT service desk (employee identity) and customer service desk (customer identity) use the same platform with separate policies configurable in the rules engine.

What if the caller doesn't have a registered device?

You configure fallback methods: SMS OTP, email OTP, or escalation to a supervisor for manual identity verification. The rules engine handles the logic based on the request's risk level and the user's enrolled methods.

Is there an audit trail?

Yes. Every verification request, method used, result, and agent action is logged with full context. Exportable for compliance reviews and security incident investigations.

See how Authsignal secures your service desk

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