Industry
For IT Helpdesks & MSPs
The breach doesn't start with an exploit. It starts with "Hi, I'm locked out."
Why IT helpdesks & MSPs are a target
Support desks hold the keys — resets, enrollments, access grants — and are measured on speed.
Attack groups industrialized calling helpdesks with researched employee details and, now, cloned voices.
For MSPs the exposure multiplies: one deceived technician can open doors across an entire client portfolio.
The protocol, applied
Voice risk scoring on inbound support calls
ListenIdentity verification required before resets, enrollments, and access changes
EnforcePer-client protocol configuration for MSP environments
ConfigureVerification trail per ticket — evidence for clients and insurers
AutoGo deeper
The capability behind it: Account Takeover Prevention →
Frequently asked questions
What is helpdesk vishing?
Calling IT support while impersonating an employee to trigger resets or access changes — the entry technique behind several major breaches.
How should helpdesks verify callers?
Out-of-band: callback to a registered number, verification through an enrolled device, or ID-based checks — never knowledge questions alone.
Why does this matter more for MSPs?
A single compromised technician workflow spans many client environments, and clients increasingly ask MSPs to evidence their verification controls.
The Callback
The Callback — a short briefing on new scam patterns and payment controls. No more than twice a month.
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