---
title: "Axiad Confirm Help Desk Experience"
slug: "axiad-confirm-help-desk-experience"
updated: 2026-03-04T23:36:46Z
published: 2026-03-04T23:36:46Z
canonical: "docs.axiad.com/axiad-confirm-help-desk-experience"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.axiad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Axiad Confirm Help Desk Experience

Axiad Confirm gives you confidence that only the person getting credentials and thus access to your resources is actually the person you want to have them. As a help desk operator, you can initiate the identity verification process for onboarding users, users who have lost access, or just for all of your users periodically to ensure that the identify is secure, all from the Unified Portal (UP).

## First-time Identity Confirmation (Onboard)

To confirm a new user during onboarding, you can do this as soon as you add them to your Identity Provider.

1. Log into UP with help desk privileges and navigate to **Help Desk >** **Users**
2. Search for the user whose identity you want to verify
3. On the **Users** table, in the **Actions** column of their row, click the **Gear** icon and then click **Details**
4. On the **User** details page on the right corner, **ID Confirmation**: Status
  - **ID Confirmation** shows the status of the user’s identity verification
    - **Unconfirmed:** User has not undergone any identity verification through Axiad Confirm
    - **Pending:** User has not yet confirmed their identity, but they have been requested to do so
    - **Confirmed:** User has successfully confirmed their identity through the Axiad verification process
    - **Failed:** User has attempted to confirm their identity, but failed the verification
  - **Actions** is where you can initiate the identity verification process

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/Image 3-4-26 at 2.13 PM.jpeg)

1. In order to initiate the identity verification process Click **Confirm ID** button
2. In the new pop-up, select **Use the email address found in the system** (if available and accurate), or select **Use a different email address**

> [!TIP]
> Tip
> 
> If you don’t store the user’s personal email address in your directory, then for onboarding, definitely use the second option so that you can send it to the user directly before they even log into the corporate accounts.

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/Screenshot 2025-06-27 at 12.47.50 PM.png)

1. Provide an email address if you selected the second radio button
2. Click **Send email,** and then Click **Close**
3. You’ll see the updated status for the user (**Pending**)

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/Image 3-4-26 at 2.17 PM.jpeg)

1. If necessary, you can click **Confirm ID** to resend the email (if the link expires before the user clicks it, gets lost in the their inbox, etc.)

> [!WARNING]
> Note
> 
> The **Confirm Again** function currently does not work until the original request has expired. You can modify the timeouts for each, but they’re currently set by default to 5 days for Onboard and 15 minutes for Verify.

1. Once the user receives the email, they can go through the [identity verification workflow](/v1/docs/axiad-confirm-end-user-experience-1#onboarding-user-verification)
2. Upon completion, the **Confirmation ID** status on the **Users** Details page will be update based on the outcome

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/Image 3-4-26 at 3.02 PM.jpeg)

## Verify User Identity

To verify an identity that has already been confirmed, you can do this through the verify workflow.

1. On the **Users** page in the UP, locate the user you want to verify
2. On the User Details page, Click on the **Confirm ID** button

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/Image 3-4-26 at 3.02 PM(1).jpeg)

1. In the new pop-up, select **Use the email address found in the system** (if available and accurate), or select **Use a different email address**

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/Screenshot 2025-06-27 at 12.47.50 PM.png)

1. Provide an email address if you selected the second radio button
2. Click **Send email**
3. When you return to the **Users** table, you’ll see the updated status for the user (**Pending**)
4. If necessary, you can click **Confirm ID** to resend the email (if the link expires before the user clicks it, gets lost in the their inbox, etc.)
5. Once the user receives the email, they can go through the [identity verification workflow](/v1/docs/axiad-confirm-end-user-experience-1#verify-user-identity)
6. Upon completion, the **Confirmation ID** status on the **Users** Details page will be update based on the outcome

## Track Usage

To track how many **Onboard** and **Verify** identity confirmations you have used, you can view their counts in the UP under **Reporting > Identity Confirmation**

![](https://cdn.document360.io/eaa8d9cb-3eef-4690-8447-5bcaa4f4afb2/Images/Documentation/image-1751056434021.png)