Runs self-serve password resets with identity verification.
Activation complexity
Low
Time to activate
7-10 days
Volume share
30-40% of role volume
Impact range
Above 90%
Inherited pricing
€0.40 – €1.20 per IT ticket handled
This capability shares the IT Helpdesk Specialist's metered unit. A IT ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Password Reset verifies identity against policy, completes resets through the identity provider, and logs to the ticket system — with suspicious patterns routed to the admin.
Workflow summary
Reads request, verifies identity, resets credential, logs outcome.
Stages
Decision logic
Uses verification rules and risk-signal logic to decide auto-reset, step-up verification, or flag for admin.
Systems and data
{"identity provider",messaging,"ticket system"}
{"identity records","verification rules","reset templates","prior attempts"}
Exceptions & human handoff
Suspicious patterns, step-up failures, or executive-user resets route to the admin for review.
Suspicious pattern, verification failure, or executive-user flag.
Readiness
Verification rules documented, identity provider wired, reset templates approved.
Owner on client side · Head of IT
Impact contribution
25-35% of role impact is reset self-serve running reliably.
Primary KPI · Password-reset self-serve rate · Above 90%
Capability-specific integrations
Beyond the IT Helpdesk Specialist's base stack, this capability plugs into:
The chat opens with IT Helpdesk Specialist and Password Reset pre-selected. You can add other capabilities during the conversation.