Traceless provides rapid, intuitive, Identity Verification in both directions for Service Teams and Helpdesks. Service teams can use Traceless to verify the identity of customers that are calling for password changes or privileged changes around data access. Traceless also provides the ability for a technician to verify their identity when contacting a customer.
Verifying an Inbound Request from a Client
To start, open a service ticket to access the Traceless App in your PSA. Click on MFA.
Our application automatically pulls the cell phone and email from the primary contact record of the ticket. Traceless also allows for Identity Verification via Microsoft Authenticator, Duo, Okta, TOTP codes and Passkeys (coming soon!)
After selecting the method of sending the identity challenge, hit the SEND button. Once your client, the service requester reads the correct code back to you, enter the code and click MARK VERIFIED. If you sent a push to your user via Duo, Otka or MS Auth, you can simply monitor that it was verified.
Note that Traceless leaves an internal audit trail of all activities. You will be able to see each action performed as you interact with your clients through our system.
Verifying yourself (as a technician) to an end user you have to reach out to via phone, chat, or video call
In the same MFA section of the Traceless app, simply select "Send Tech Verification Code" You need to make sure this option is enabled on the Settings Page.
Then click "Send Code". This will generate a 6 digit code which will be visible in the Traceless UI. This code will also be sent via email to your customer via the ticket (and optionally also via email). This will use your customer's email that's associated with the PSA ticket.
When you then call your customer you can simply ask them to view the ticket update from the PSA in their email, and you can repeat that code back to them. Once they confirm that you have the correct code, they can simply reply "confirm" to the email sent via the PSA.
Example message sent to the user:
In this way, Traceless makes it extremely efficient and intuitive to verify the identities of both the Helpdesk Team, and the client or customer to ensure safer remote transactions! Please pop into our chat widget in the lower right hand side if you have questions!