Introduction

This article is designed to assist you with using the Customer Identity Verification to ensure that the End User you are speaking with is actually the Customer's End-User.

Prerequisites

• This article assumes the End Users are already imported into Quickpass. If not follow one of these articles first.
  Manual Import
  Automatic Import of AD Accounts Linked to O365
  Automatic Import of AD Accounts not Linked to O365
  Automatic Import of O365/Azure Only Accounts
• End-users can have either their email or mobile phone number registered or both in the Quickpass Dashboard.
• End-users not setup with the Quickpass Self-Serve Mobile app will be sent identity verification codes by SMS or Email. 
• End-users setup with the Quickpass Self-Serve Mobile app will be sent push notifications for identity verification to their mobile device. 
• ***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. 

Verify Customer Identity Procedure

1. Click the Customer you wish to on-board users in the Customer screen. 

2. Click the End-User Accounts menu on the left hand side of the dashboard. 

3. In the End-User Accounts menu locate the user you wish to verify their identity, click the menu on the right hand side with the three vertical dots and select the option Verify User Identity.

Quickpass Self-Serve Mobile App Users 

Note: If the end-user is not setup with the Self-Serve Mobile App skip to the Quickpass Web App Users section.  

3. When end-users have logged into the mobile app you will see the following screen after selecting Verify User Identity

Note: You now have an option to send a verification code along with the push notification as an additional layer of security. 

Option 1: Click Send Verification button without enabling Send Verification Code option 

This screen will now appear with a 1 minute countdown timer 

The end-user will now get a push notification on their mobile device where they can click Approve or Deny

If the end-user clicks Approve within the 1 minute countdown they will receive the User Identity Verified confirmation screen on their mobile device. Alternatively, if the end-user clicks Deny they will receive the other confirmation screen. 

They click OK to finish.  

The technician will receive one of these notifications on the dashboard depending on the response. They can click Close to finish.

Option 2: Click Send Verification button and activate the Send Verification Code option

This screen will now appear with a 1 minute countdown timer until the end-user accepts the verification request

The end-user will now get a push notification on their mobile device where they can click Approve or Deny

If the end-user clicks Approve within the 1 minute countdown they will receive the User Identity Verified confirmation screen on their mobile device. Alternatively, if the end-user clicks Deny they will receive the other confirmation screen. 

Meanwhile If the end-user clicked Approve the Technician will now see a check mark for Waiting for approval. Otherwise, if the end-user clicked Deny the technician will receive a confirmation that of Unable to Verify Identity

Assuming the end-user approved the push notification and they tell the technician the correct code over the phone or chat session the technician can click the Approve button on the dashboard. Alternatively, the technician could click Deny if they did not receive the correct code over the phone or chat session. 

Note: The response of the end-user and technician, if applicable, will be recorded in the Quickpass Events menu.

Quickpass Web App Users

3. When end-users have not logged into the Mobile Self-Serve app you will see the following screen after selecting Verify User Identity. 
       As of Dec. 27, 2021 - This display will be dynamic depending on if the End User Account has a Mobile Phone number, Email, or both registered on the Quickpass Dashboard.

Just Mobile	Just Email	Both Mobile and Email

The following screen will appear on the dashboard showing a Verification Code. 

The matching code will be sent via the selected method to the End-User's contact. 

4. If the end-user tells the technician the correct verification code over the phone or chat session the technician will click the Approve button. Otherwise, if the code is incorrect they will click the Deny button. 

The following screens will appear on the dashboard depending on whether the technician clicked the Approve or Deny options.

Note: The response of the technician will be recorded in the Quickpass Events menu.

Verifying End User Identity through supported PSA Integrations:

This end user identity verification functionality is also built into the supported PSA integrations.

Quickpass Pod

• How to Verify End User Identities in ConnectWise Manage Service Tickets Quickpass Matched Accounts
• How to Use Identity Verification in ConnectWise Manage Service Tickets - without Quickpass Account Matching
  
  

Datto Autotask PSA Insights

• How to Verify End-User Identities in Datto Autotask Tickets - Quickpass Matched Accounts
• How to Use Identity Verification in Datto Autotask Service Tickets - without Quickpass Account Matching