Don’t let bad actors fool your help desk

Because “bad actors” are sometimes very good actors

No security-conscious MSP wants to learn a tech reset a password or unlocked an account for a threat actor impersonating a customer. Verifying caller identity first is essential for every help desk workflow.

ZeroTek makes that straightforward with our Verify Caller Identity feature. Your techs can confirm that anyone contacting your help desk is who they claim to be before taking action in a customer Okta org—especially for high-risk tasks like resetting authenticators or passwords.

What “verify caller identity” means with ZeroTek | Okta

ZeroTek Verify Caller Identity triggers an Okta Verify push—a possession-based MFA challenge—to the user’s registered device. Your help desk sees a clear pass/fail result in real time and proceeds only when verification succeeds.

• Fast, low-friction check: Uses the Okta Verify app your customers already trust.
• Purpose-built for MSPs: Designed for multi-tenant operations and standardized service desk workflows.

Of course, ZeroTek audit logs capture the details you need—who initiated the check, when and where it happened, and the outcome—so you can demonstrate control in an audit and review technician actions across all clients.

New in December 2024: fail-safe options for stricter control

We enhanced Verify Caller Identity with Fail-Safe Options so Admins can enforce your best-practice protocols:

• Require verification before any security-sensitive support action (for example, password or authenticator resets).
• Require a ticket ID before proceeding, improving traceability and linking work to your PSA records.

These controls reduce human error, support least-privilege operations, and strengthen your posture against voice-based social engineering.

Why MSPs adopt caller verification as a standard step

• Blocks impersonation attempts: Push-based MFA on a registered device is far more difficult to subvert than knowledge-based checks.
• Fits real help desk flows: Techs get a simple success/failure signal and continue without guesswork.
• Proves due diligence: Centralized logs and ticket linkage create audit-ready evidence of identity checks across tenants in ZeroTek’s multi-tenant Okta dashboard.