Agent SOP
We document exactly how your Freshdesk agents handle identity verification — so you don't train, you deploy. The SOP is included in every Pro and Enterprise plan.
What's in the SOP?
Three concrete scenarios — password resets, sensitive data access, contact-detail changes — with examples and edge cases per scenario.
Click-by-click walkthrough of the XyloTrust button in Freshdesk, the SMS flow your customer sees, and how to interpret the verification result.
Clear escalation paths for failed verifications: when to retry, when to refuse, when to escalate to a manager. No agent left guessing.
Scripts for agents when customers complain. Pre-approved language that defuses friction without compromising security.
How every verification automatically lands in the ticket as a private note. NIS2-ready evidence with zero manual effort.
Quarterly 10-minute refresher modules to keep agent muscle memory sharp. Tied to onboarding for new hires.
SOP is included in every Pro plan and above. Start your free trial and we'll send the SOP with your trial activation.
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