HYPR Affirm Help Desk Support

Alpha Feature

HYPR Affirm Help Desk Support is available in early access. This feature is subject to change as development continues.

Overview

HYPR Affirm's Help Desk Support capability brings secure, auditable identity verification to enterprise support teams. Purpose-built for real-time workforce assistance, this enhancement introduces a dedicated Help Desk application (rpApp), refined user management workflows, and streamlined deployment controls.

Traditional helpdesk interactions often rely on manual, insecure methods to verify user identity, creating security gaps and compliance risks. With HYPR Affirm Help Desk Support, enterprises can now equip their support teams with a secure, consistent way to verify users across password resets, access escalations, and support escalations, reducing friction while strengthening trust.

Key Benefits

• Strengthen security during human-assisted authentication workflows
• Enhance compliance with enterprise audit and data handling requirements
• Improve agent efficiency through fast, intuitive PIN-based workflows
• Streamline management of support verification policies at scale

Capabilities

HYPR Affirm Help Desk Support provides comprehensive identity verification capabilities for enterprise support teams:

• Help Desk Portal Access: Secure login through existing authentication methods (SSO, enterprise identity providers) with role-based access controls
• Verification Flow Management: View and initiate verification sessions with workflow initialization modal
• Dynamic Workflow Invocation: Input user attributes (login identifier, name, email, phone) to trigger verification sessions for users not yet in the system
• Multi-Channel Delivery: Send verification links via email, SMS, or copy-to-clipboard for custom channels (internal chat, ticketing platforms)
• Verification Results Management: Comprehensive visibility including results table, PIN-based search, detailed result views, and verification code validation
• Audit and Compliance: Complete logging of all helpdesk-initiated verification activities in HYPR Audit Trail for compliance and security reviews
• Real-time Identity Verification: Proactive workflow initiation for access issues, sensitive support requests, and remote user onboarding

How It Works

Help Desk Portal Access

Support agents access the dedicated Help Desk portal through their organization's existing authentication methods, including SSO or enterprise identity providers. This ensures secure role-based access to the Affirm Help Desk interface.

Clicking Details opens a dialog box containing additional information about the verification workflow for the corresponding user.

Verification Flow Management

An Affirm Help Desk user will see a Verification Flows section through which they can view all available verification flows listed.

Clicking the Initialize button opens the workflow initialization modal for the corresponding user.

Workflow Initialization

An Affirm Help Desk user can complete the PII information of their choice for the requestor they are initializing the workflow for. They can also choose to send the workflow link via SMS or email. Once the workflow has been successfully initialized, the workflow link will be available to be copied.

For more information about how verification flows work in Affirm, see What the Requester Sees and What the Approver Sees

Verification Code Validation

Help Desk agents can quickly search for and validate verification codes shown to users at the end of their workflow, enabling fast identification of specific transactions without requiring additional personal details.

Multi-Channel Delivery

New identity verification workflows can be launched by sending URLs directly to users via email, SMS, or by sharing them via internal communication tools, eliminating delays and improving user experience.

Use Cases

HYPR Affirm Help Desk Support addresses common enterprise support scenarios where secure identity verification is critical:

• Password Reset Assistance: Verify identity for users who have forgotten passwords, ensuring only legitimate users regain account access
• Access Escalation: Verify identity before granting elevated permissions or access to sensitive systems (temporary or permanent)
• Remote Onboarding: Establish credentials securely for new employees or contractors working remotely
• Account Recovery: Help users regain access through verified identity processes when they've lost authentication methods
• Support Ticket Verification: Verify requester identity before providing assistance or sharing confidential information for sensitive support requests

Configuration Requirements

Feature Flag

The Help Desk Support feature requires the following feature flag to be enabled by the HYPR deployment team:

• AFFIRM_HELPDESK_SUPPORT: Enables help desk access and help desk code display to requestor

Integration Requirements

To use Help Desk Support effectively, organizations should have:

• At least one Identity Provider (IdP) integration configured (Okta, Entra ID, etc.)
• Proper user attribute mapping for verification flows
• Network access for help desk agents to reach the HYPR platform

User Management

Help Desk agents require appropriate permissions and access to:

• The dedicated Help Desk portal
• Verification flow management capabilities
• Audit and activity log review functions

Security and Compliance

Audit Trail

All help desk-initiated verification activities are logged in the HYPR Audit Trail, providing comprehensive audit records for compliance and security reviews.

Data Protection

Help Desk Support maintains the same security standards as other HYPR Affirm features:

• End-to-end encryption of verification data
• Secure transmission of verification links
• Compliance with enterprise data handling requirements
• Integration with existing security frameworks

Access Controls

Help Desk agents are subject to the same authentication and authorization controls as other HYPR users, ensuring that only authorized personnel can initiate verification workflows.

Best Practices

Workflow Design

• Design verification workflows with appropriate friction levels for help desk scenarios
• Consider the urgency and sensitivity of different support scenarios
• Test workflows thoroughly before deploying to production

Agent Training

• Train help desk agents on proper verification procedures
• Establish clear escalation paths for complex verification scenarios
• Provide ongoing support and guidance for agents

Monitoring and Review

• Regularly review help desk verification activities
• Monitor for unusual patterns or potential security issues
• Use audit logs to improve processes and identify training opportunities