I know these possibilities and I agree that certification is the best solution,
In our organization we use several applications that require authentication with different levels of access
and a master account is not used for all applications for security purposes.
The help desk is a helper so I thought I would not charge users with an authentication.
At this time all users are logged in as guest with email and full name.
Just because there is a problem in the email field (is type a head)
I do different scenarios in search of alternatives.
Thank you for your answers!