Helpdesk Path
Device recovery, TAP issuance, identity verification, and troubleshooting
Passkeys change your support workflow. Password reset tickets go down, but device recovery and passkey troubleshooting are new territory.
Start with the shared foundations if you want to understand how passkeys work technically - it makes troubleshooting easier.
The pages below cover what to do when someone loses their device, how to issue a Temporary Access Pass, how to verify identity before granting recovery, common troubleshooting scenarios, and the red flags that mean you should escalate instead of help.
The identity verification process you follow is the last line of defense against social engineering. The Security Lead track has the context on why.
Start with the foundations
Go deep
Device Loss Recovery Playbook
End-to-end process from user report through re-enrollment
Read →Issuing Temporary Access Passes
How to issue TAPs in Entra - duration, usage, and settings
Read →Identity Verification Before Recovery
Confirming users are who they claim to be before granting access
Read →Common Passkey Issues and Fixes
Troubleshooting the most frequent problems users report
Read →When to Escalate
Red flags that indicate a social engineering attempt
Read →