Self-Service Password Reset

Reduce Support Costs and Improve Productivity

With password reset and account lockout making up the highest number of tickets that help desk staff deal with, you can:

• Reduce the calls to the IT help desk (and potentially reduce the required level of help desk staffing)
• Minimize end-user downtime (and the associated loss of end-user productivity).

Try this self-service password reset ROI calculator to estimate your potential cost savings from using a self-service password reset capability.

Immediate Resolution for End User

Without unnecessary delay, or the need for IT support personnel involvement, end users can quickly reset their own domain passwords or unlock their accounts. SysAid Self-Service Password Reset can be conveniently accessed via your Windows logon screen or via:

• The SysAid Self-Service Portal using a colleague’s network-connected computer
• Any shared computer that can access a webpage with an embedded Self-Service Password Reset icon
• A mobile phone or tablet

Password Self-service Wizard

Our simple wizard allows end users to reset their domain password, or to unlock their account, by themselves. After successful authentication, end users will quickly receive a new password via a method you specify in advance:

• End users can immediately select a new password via the wizard
• The wizard can send the end user a temporary password to a secondary email account or via SMS

Custom Notifications and Reports

After completing the Self-Service Reset Password wizard, an end user receives a notification containing their new password. Agents also receive an email or SMS when an end user completes one of the Self-Service Password Reset wizards. You can even have a ticket created that shows the password reset activity – simply for your records and reporting purposes.

Identity Verification With Specialized Security Questions

Each end user enrolls in SysAid Password Reset by answering a selection of built-in or custom security questions. Agents can control and customize the security questions, and mark specific questions as mandatory. Alternatively, you can also set it up whereby the user receives a one time code sent to their mobile phone.

Custom Settings for Maximum Security

• Fully compliant with your existing LDAP policies, including password length, complexity, and more
• Display word verification (Captcha) prevents abuse
• A limited number of failed attempts, to answer security questions, are allowed before SysAid locks the account
• When a temporary password is sent to an end user, it expires after a defined time interval