As part of recent product enhancements, CyberQP supports verifying end-users using Microsoft Authenticator when working within ConnectWise PSA. This allows technicians to securely confirm a user's identity before performing sensitive actions such as password resets or account changes.

This article explains how technicians can verify an end-user using Microsoft Authenticator directly from ConnectWise PSA.

Note: All PSA platforms are supported.

Pre-requisites

Before attempting verification, ensure the following requirements are met:

• The end-user must have their Microsoft 365 account registered with the Microsoft Authenticator app on their phone.

• The end-user’s phone must be connected to the Internet.

• The End User Account imported into the CyberQP Dashboard must be sourced from Microsoft 365, or from Active Directory with M365 Password Sync Enabled.

Steps to Verify User Identity via Microsoft Authenticator in ConnectWise PSA

Step 1 – Open the Ticket in ConnectWise PSA

Navigate to the ConnectWise PSA ticket associated with the end-user you need to verify. The Quickpass integration pod should also show within the ConnectWise Manage ticket

Step 2 – Select Identity Verification in the Quickpass Integration Pod

Click on Identity Verification in the Quickpass Integration Pod as seen below

On the next page, the MS Authenticator should already be selected as seen below and then you can hit send

Step 3 – End-User Approves the Authenticator Prompt

The end-user will receive a Microsoft Authenticator approval request on their phone.

Ask the user to:

1. Open the Microsoft Authenticator app

2. Locate the verification request

3. Tap Approve

Step 4 – Verification Confirmation

Once the user approves the request, then a success modal appears on the UI

The technician can now proceed with the requested support action.

Result

After successful verification:

• The user’s identity is confirmed securely via Microsoft Authenticator

• The technician can proceed with sensitive account actions such as password resets or account updates

• The verification helps ensure security and compliance during support interactions

✅ Tip: Always verify the end-user before performing security-sensitive tasks such as password resets, MFA changes, or account unlocks.