Reduce routine tickets: How to automate password resets

Password resets are one of the most common IT service requests, and they’re tedious and repetitive. IT teams safeguard companies against data breaches and solve damaging outages, and these routine requests use valuable time.

The solution is simple: password reset automation. When employees can request and receive service without looping in IT teammates, work continues smoothly on both sides.

The impact of password resets on IT teams

Password requests are a common type of IT ticket. They’re a normal part of security, whether it’s a routine bimonthly change or someone simply forgot their login. It’s this normalcy that makes them stack up in a lengthy, unmanageable queue. 

These resets also tend to show up at the worst possible moment. For example, someone can’t log in before a big meeting on Friday and needs immediate assistance. The issue isn’t problematic users. It’s setting up the helpdesk to handle one ticket at a time.

The security cost of manual resets

The cost of hands-on password resets goes beyond workflow inefficiencies. When IT staff manually handle requests through Slack or email notifications, it’s hard to verify legitimacy. Teams might rely on user names and email addresses, which are vulnerable to social engineering.

Manual resets lack a solid audit trail. IT professionals struggle to track what they changed, who resolved the task, and whether requests followed access and security policies.

This work also leads to weak password habits. Depending on how manual the workflow is, it could leave password and account details in Slack messages. It only takes one takeover to find these details and use them for malicious purposes. 

What automated password reset actually means

Automated password resets complete the entire workflow without human input. Here’s how it works:

• The user submits the request.
• The system verifies the user’s identity.
• The system issues a generated password (usually temporary) or asks the user to create a new one.
• Depending on security policies, the system may prompt users to choose a unique username, opt for single sign-on, or activate multi factor authentication (MFA).
• The system automatically closes the ticket.

This is full automation, which is distinct from self-service resets. Let’s examine the differences between the two.

Self-service vs. fully automated: What's the difference?

Self-service password reset simplifies some aspects of the password reset process, but it’s not fully automated.

With self service password reset, the user opens a portal, answers questions, and completes verification steps. They then finish the reset without involving IT workers. However, it only changes which human does the work. Users shoulder the burden instead of IT teams. The system is useful for simple cases, but if employees aren’t comfortable with technical workflows, they may encounter issues and spend too much time on one task.

An automated password reset runs from the original request channel, like Slack, Teams, or email. An AI system executes an end-to-end reset process. It doesn’t send users to a new portal or make them juggle authenticator apps.

Serval is a prime example of a fully autonomous model, taking pressure off both IT workers and system users. It resolves password resets and account unlocks instantly in channels you already live in. With Serval, employees don’t have to wait, and IT teams focus on bolstering security.

What to look for in an automated password reset tool

A good password management tool should resolve requests securely, quickly, and at scale. It should remove friction rather than shift it to a different workflow. Here are a few criteria that keep those points in mind.

Native identity provider support

The tool needs to integrate with the tools you already use, like Okta, Azure AD, and Google Workspace. If it relies on complicated workarounds and ad-hoc attachments, the reset workflow will be harder to maintain and easier to break. 

MFA at the point of reset

MFA prompts should happen directly in the workflow at the point of reset. Some systems let users bypass MFA and skip straight to recovery. This means attackers could, too. When software weaves mandatory MFA into auto password changes, it reinforces security without compromising speed. 

End-to-end resolution

Deflecting tickets isn’t true automation. Password reset tools handle the entire process end to end, so IT teams don’t spend time wading through busywork. This software receives, processes, and resolves resets in a matter of seconds. They only escalate anomalies and complex issues, maintaining tight security and governance.

Full audit trail

Every password reset should leave a clear audit trail of what happened, when it happened, and who did what. If the tool can’t show a clear event log, it creates a significant security and compliance gap. Say a company experiences a data breach. Without detailed audit trails, the business can’t quickly rule out internal accounts. It may take days of investigation to find the source of the leak.

How Serval automates password resets end to end

Serval makes password reset automation the starting point. The process is fast to set up, reduces dozens of security threats, and dramatically lowers workloads. This means immediate results for the IT team; automating just this one ticket type alleviates hours of work per week.

Here’s what the process looks like:

• An employee submits a password reset or account unlock request using plain language.
• Serval’s Help Desk AI agent receives and logs the request.
• The software verifies the user’s identity with MFA.
• Serval triggers a pre-defined password reset workflow.
• The workflow executes the reset against the connected identity provider, such as Okta, Azure Ad, or Google Workspace.
• Serval automatically closes the ticket.

These workflows are deterministic, following the same steps every time. Serval never shares password keys publicly and ensures credentials pass between private messages. 

Serval documents password resets and logs every step. Your team can view inputs, outputs, timestamps, and status for each action. This makes frequent reviews easy, so teams can keep up with compliance without cutting into their workday.

If you’re tired of manual password resets landing in your queue, let Serval handle them. Book a demo today, and see how AI cuts down requests without sacrificing safety.

FAQ

What's the difference between a password reset and an account unlock?

Users typically request a password reset if they forget credentials or a temporary password expires. Successfully resetting the password changes the credentials. 

On the other hand, accounts lock after multiple unsuccessful login attempts, prolonged inactivity, and suspicious actions. People request unlocks to restore access to an existing account without changing the credentials.

How long does it take to set up an automated password reset workflow?

While it depends on the tool you choose, it doesn’t usually take long to set up an automated password reset workflow. This is part of the Day 1 setup at Serval, and it usually takes one or two hours to complete. We save your progress automatically, so you can pause and resume at any time.