Incoming to an employee
“Hi, it’s IT. I need you to share your screen.”
Open PreAct independently. Check the code against your account, then compare the expected engineer, ticket and scope with what the caller is asking for.
Two-way verification for IT support
Before you act,
know who’s asking.
Verify before you act. PreAct helps employees check who’s calling from IT and gives service desks a way to confirm who’s behind a support request. Check the request before sharing a screen, resetting an account or granting access.
Signal lab / 01–02
01 / Verify the caller’s request02 / Confirm the employee’s request03 / Record the decision
The moment of doubt
Two calls. Two decisions.
Incoming to the service desk
“I need access to the Finance shared mailbox.”
Send the exact request to the employee’s registered PreAct account. The employee confirms or denies it there, and the engineer sees the decision before proceeding.
Interactive walkthrough · Fictional data
Try it from both sides.
Explore two support decisions. This public walkthrough runs in your browser and is separate from the operational app.
You’re the employee
The caller says they’re Morgan Hale from IT and reads out 472 619. You open PreAct independently to check.
Matching request found
- Expected engineer
- Morgan Hale
- Ticket
- TC-1042
- Employee account
- Jamie Ellis
- Scope
- View-only screen sharing
A matching code confirms this request exists for your account. View-only screen sharing has a separate simulated approval step in the evaluation build.
The caller now says, “Click Allow full control so I can fix it.”
Mismatch flagged in the simulation
The recorded scope was view-only. You stopped before granting control. The sample audit entry records TC-1042 and the reported scope mismatch.
Book a demoYou paused and chose a trusted callback
End the call and use the number in your organisation’s directory. Ask IT to check TC-1042 and its view-only scope. This simulation places no call.
Book a demoYou’re the service desk engineer
A caller claims to be Sam Reed and asks for access to the Finance shared mailbox. You create a confirmation request for Sam’s registered PreAct account.
- Ticket
- TC-1088
- Requested action
- Grant mailbox access
- Resource
- Finance shared mailbox
- Registered account
- Sam Reed
Switch perspective · You’re Sam
Your account shows TC-1088, a request to grant you access to the Finance shared mailbox. You never asked for it.
Engineer view · Employee denied
The engineer sees Sam’s denial on TC-1088 and leaves mailbox access unchanged. The sample audit entry shows the confirmation request and employee decision.
Book a demoWhat changes in the support process
Give every team a clear next step.
01 / Employees
Check unexpected contact
Use the same routine each time. Open PreAct independently, compare the details, then flag a mismatch or contact IT on a trusted number.
02 / Engineers
Confirm the specific action
See the employee’s decision before acting on an access request, account unlock, software request, password reset or MFA reset.
03 / Security teams
Follow the evidence
Review the evaluation audit trail and see how a reported mismatch or denied request can inform your escalation process.
Evaluation & deployment
Test the workflow with your team.
What you can evaluate today
Try engineer-to-employee code verification, employee confirmation in PreAct, separate simulated approval for view-only support and the evaluation audit trail. Run scenarios with employees, internal IT or an MSP and compare how each team handles a mismatch or denial.
What we scope for production
Live Entra identity proofing, fresh phishing-resistant approval, enforcement in your service-desk platform and gating in your remote support tool. OWASP ASVS 5.0 Level 2 is the documented production target.
How does this fit with our existing service desk?
Keep the ticket as the record for the work. Link the verification to the ticket and show the employee the proposed action. In an evaluation, agree which actions need a check and who handles exceptions. Scope ticket sync, status updates and enforcement against your service-desk platform before production.
What if someone relays a valid code?
A match shows that a request exists for the employee’s account. A caller could relay a valid code. Compare the expected engineer, ticket and scope. If the caller asks for anything different, pause, report the mismatch or call IT using a trusted number.
What if the employee can’t access PreAct?
Use your organisation’s documented identity recovery or exception process. Establish a trusted contact route and have the engineer record the escalation before proceeding with sensitive work. Include account lockout and lost-device scenarios in the evaluation.
Does employee confirmation replace access approval?
Employee confirmation records the employee’s response to a specific request. Continue to require the relevant manager, data owner or security approval before granting access.
Book a demo or enquire about a pilot
Test what your service desk would do if the next reset request came from an impersonator.
Bring one real support workflow, such as an MFA reset or an unexpected remote support call. Walk through both verification paths and identify what your team would need to test in a pilot.
Contact
Talk to the PreAct Sales team.
Book a demo, discuss a pilot or ask how PreAct could fit your service desk.
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