Prerequisites

• QDesk (End User Accounts) or QVerify Plan
• Quickpass Dashboard integrated with ConnectWise 
  https://support.getquickpass.com/hc/en-us/articles/1500005922122-Connectwise-Manage-Integration-Setup-Guide
• Quickpass POD setup for ConnectWise Service Desk
  https://support.getquickpass.com/hc/en-us/articles/1500005980202-Add-Quickpass-POD-to-ConnectWise-Manage-Service-Ticket 
• Match ConnectWise Contacts with Quickpass Accounts https://support.getquickpass.com/hc/en-us/articles/1500005978882-Match-Connectwise-Contacts-with-Quickpass-Accounts
• End-users not setup with the Quickpass Self-Serve Mobile app will be sent identity verification codes by SMS or Email or MS Auth (if setup)
  
  
• End-users setup with the Quickpass Self-Serve Mobile app will be sent push notifications for identity verification to their mobile device if chosen.
  
  
• ***Important*** Quickpass Self-Serve mobile app users MUST have Notifications Enabled for the Quickpass Self-Serve Mobile app to receive the push notifications to verify their identity. If notifications are disabled or not authorized for the Quickpass Self-Serve mobile app they will receive a text message verification code instead. 
  
  NOTE: As of Dec 27th 2021, you can now use the Identity Verification without needing to match the Quickpass End User account to a ConnectWise Contact  For details on this configuration please see the KB Article
  https://support.getquickpass.com/hc/en-us/articles/4417473917335-How-to-Use-Identity-Verification-in-ConnectWise-Manage-Service-Tickets-without-Quickpass-Matching

Verify End-User Identities in ConnectWise Manage Service Tickets

1. In ConnectWise Manage open a service ticket that was emailed in by an end-user or created manually. Ensure both the company and contact are filled in for the service ticket and the contact has an email address populated. 

Note: The email address for the ConnectWise contact must match the email address for the end-user account in Quickpass.

2. In the Quickpass pod click the Identity Verification link

A new screen will allow you to select the Verification Method you want to use

SMS or Email - Identity Verification

1. Select which method to send the Verification (you will be shown the SMS and Email values from the Dashboard or the PSA Contact details)
2. Choose which you would like to use and click the SEND button in the Quickpass pod.
   
   
   • Note: After clicking the SEND button the end-user will receive an SMS or an email with the verification code.
3. Ask the end-user what the verification code is that they just received. Scroll down to see the input box to populate the value the End User received.  You have 60 seconds to populate it, or you will need to resend the Verification Code again
   
   1. If the number matches what the End User received, you will get an approved message.
      
   2. If the number does NOT match what the End User received, you will get a message that it didn't match.
      
   3. If you click DENY (for example the End User doesn't get the code) then you will get a message that the Identity Verification was Denied.
      

Mobile Self-Serve App - Identity Verification (Push Notification)

3. Click the Self-Serve App Push Notification radio button and click Send In the Quickpass pod.

A push notification will now be sent to the end-user through the Quickpass Self-Serve mobile app.

The countdown timer will now countdown from 1 minute until the End User clicks Approve or Deny in the mobile app or the countdown timer expires. 

4. Ask the end-user to check their smartphone for the Quickpass identity verification notification.

If the end-user clicks Approve on the Quickpass self-serve mobile app the Quickpass pod in ConnectWise will show the confirmation message "User Identity Successfully Verified"

Click OK button to finish.

If the end-user clicks Deny on the Quickpass self-serve mobile app the Quickpass pod in ConnectWise will show the confirmation message "Unable to Verify Identity"

Click CANCEL button to finish.

Mobile Self-Serve App - Identity Verification (Push Notification + Verification Code)

3. Click the Self-Serve App Push Notification with Verification radio button and click Send In the Quickpass pod.

A push notification will now be sent to the end-user through the Quickpass Self-Serve mobile app.

The countdown timer will now countdown from 1 minute until the end-users clicks Approve or Deny in the mobile app or the countdown timer expires. 

4. Ask the end-user what the verification code is that they just received. Scroll down to see the input box to populate the value the End User received.  You have 60 seconds to populate it, or you will need to resend the Verification Code again

1. 
   1. If the number matches what the End User received, you will get an approved message.
      
   2. If the number does NOT match what the End User received, you will get a message that it didn't match.
      
   3. If you click DENY (for example the End User doesn't get the code) then you will get a message that the Identity Verification was Denied.