Forums/Documentation/Users, groups, and organizations

Assuming end-users

Anton de Young
posted this on August 22, 2012 09:37

An administrator can take on the credentials of an end-user to view and use Zendesk as that end-user. This is referred to as assuming the identity of a user. It can be useful in troubleshooting issues users are having when using your Zendesk.

Keep in mind that while you're assuming a user, any actions you take, such as creating a ticket or adding a comment to a ticket, are done by the user you're logged in as.

Zendesk Classic: In Zendesk Classic, an administrator can assume an agent or an end-user.
To assume (sign in as) an end-user
  1. Click the Admin icon () in the sidebar, then select Manage > People.
  2. Search for the user you want to assume or select the End-users category and locate the user.
  3. Click the user's name.
  4. Click User options in the bottom toolbar, then select Assume identity.

    Note: The first time you assume a user you need to click Assume user in the information dialog. You will not see this prompt again.

    Another browser tab opens where you are logged in as end the user and can navigate around their view of your Zendesk as needed.

  5. When you're finished, do one of the following to resume your own identity:
    • In the browser tab where you are the end-user, click Revert to your identity at the top.
    • Return to the browser tab where you assumed the end-user, then click Revert identity.

To assume (sign in as) another user (Zendesk Classic)
  1. Select the Manage menu, then select People.
  2. Search for the user you want to assume; or select the End-usersAgents, or Admins category and locate the user.
  3. Click Assume. You are immediately logged in as the user and can navigate around their view of your Zendesk as needed.
  4. When you're finished, click Revert Identity (this command is in the upper right corner, near the Profile and Logout commands).
 

Comments

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Fernando B

Hi, wanted to know if you plan to include this functionality in Lotus, is really very useful!!

September 11, 2012 15:24
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Rachel Jacobson
contentanalyst

I was wondering the same thing - we find it very useful too! But I can't seem to find it when I use the "try the new Zendesk" link to preview the newest version. 

September 12, 2012 13:57
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Shawn Collenburg
Project C Beta Testers

Lotus (the "new Zendesk" agent interface) is missing this:

https://support.zendesk.com/entries/21987911-how-do-i-assume-an-age...

September 18, 2012 09:02
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Krissy
tetrisonline

I'd also like this feature in the 'new' Zendesk, please!

January 29, 2013 11:19
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Christopher Williams
malwarebytes

I need this feature placed in the new zendesk.

January 30, 2013 15:00
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Deepa Talwar
Uber

+1

February 04, 2013 16:16
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Kristian Blackburn

I have just discovered this is missing. I am trying to test something we have set up for a difficult client and I just want to be able to see this is working and cannot - it is really frustrating. Please could you sort this out asap or allow us to temporarily revert to the old zendesk.

February 18, 2013 08:08
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Deepa Talwar
Uber

+1

February 19, 2013 13:32
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Allen Lai
bitcasa

We reskinned our instance and I don't see the "Revert Identity" link. Can someone please provide it to me?

February 25, 2013 21:39
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Allen Lai
bitcasa

I went to <domain>.zendesk.com/user/revert and that did the trick.

February 25, 2013 22:05
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Marta Monteiro

<domain>.zendesk.com/user/revert did not work for me. 

It was such a nice feature, I hope you are not planning to remove it.

March 07, 2013 10:22
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Brandon K.
Zendesk

Looks like i'm a bit late to this forum, but hopefully some of you are subscribed and will be able to make use of this workaround.

@All: If you are in the new Zendesk interface and need to assume a user, if you go to [yoursubdomain].zendesk.com/users you will be able to view your users and assume their identity. Once you have assumed their identity this way, you can then switch back by clicking 'Revert Identity' button in the top right corner of the screen or typing [yoursubdomain].zendesk.com/users/revert. You can then click 'back to agent interface' in the top right corner to return to the new Zendesk interface.

@Kristian: If you go to [yoursubdomain].zendesk.com/switch while in the new Zendesk interface, you will be able to switch your account back to Classic.

@Marta: If you could create a ticket or email support@zendesk.com with your issue, one of our Customer Advocate will be able to help you out with this.

Thanks!

March 07, 2013 13:02
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Eric Hallquist

Hi Brandon:

I'm feeling kind of dumb but looking at my /users page (in Lotus) and/or when I select the specific user I want to assume, I can't seem to find any way to do it...Can you let me know exactly where to go? I think I've looked at every link/menu on the page.

Thanks -- Eric at Dropcam

March 27, 2013 14:38
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Jennifer Rowe
Zendesk

Hi Eric,

I'm trying it in my test account and I'm not seeing it either. If it did work, you would see "assume" when you hover (move your cursor) next to "edit" beside the user's name (you might have to scroll to the right to see "edit").

Maybe we're both missing something. Brandon is away at Zen U this week, but hopefully we'll hear from him soon.

March 27, 2013 15:21
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Joy Carletti
Zendesk

I think the confusion may be that you can't just go to your Manage > People page within the new interface and find the assume button.  The funtionality hasn't actually been built in  yet (we're working on this!)  The workaround is to type into your browser <yoursubdomain>.zendesk.com/users.  This will take you to the classic version of your manage > people page, and you can assume the user there, without actually doing a full switch.

 

As Brandon mentioned,  once you have assumed their identity this way, you can then switch back by clicking 'Revert Identity' button in the top right corner of the screen or typing <yoursubdomain>.zendesk.com/users/revert. You can then click 'back to agent interface' in the top right corner to return to the new Zendesk interface.

March 27, 2013 15:27
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Eric Hallquist

Thanks Joy -- and d'oh! I was taking the first advice too literally. I'm in Classic view after typing the URL and can assume like before. Thanks so much for the clarification!

-Eric

March 27, 2013 15:32
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Jennifer Rowe
Zendesk

Yes, thanks, Joy. It is actually working for me too. I was in the right place before (/users), but I'm not going to tell you what I was doing wrong! Too embarrassing. :)

March 27, 2013 15:58
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Mathew Gantnier
peterpanbus

+1 on having this on the new interface.  This was a useful option in classic.

 

May 31, 2013 09:36
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Travis Ferguson
odesk

Still waiting for this in new Zendesk... tired of having to use the way-too-many-steps workaround.

June 14, 2013 17:09
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Rob Pezely
mercent

Please add another vote toward prioritizing this feature into the new version, so we can actually fully utilize and live in the new version.

It is challenging to encourage the team to accept the migration to the new version.  It is even harder when there are core tasks which still require the team to revert to the old version.  The inability to assume a user is one of the facets of the new version which is currently not resulting in happier agents.

 

June 18, 2013 13:18
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Jennifer Rowe
Zendesk

This feature is a priority and the team is actively working on it. I don't have an ETA, but hopefully it won't be much longer. Sorry for the inconvenience guys--please stand by a little longer....

June 18, 2013 13:51
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Santanu Ece

Santanu Ece

Jun 27 03:54 (PDT)

From the admin end i was trying to customize my zendesk fronted account.

Now i am using

var $namespace = jQuery.noConflict(true);
$namespace(function() {
$namespace('#container').replaceWith('');
});

Now my admin panel is blank. all the content is replacing by white space.
what to do man. I am asking for help but not getting any respose from zendesk

June 27, 2013 05:39
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Laura D.
Zendesk

Hi Santanu, 

I checked on the request you submitted early today and it looks like we sent you a message through the ticket a few hours ago. When you have a chance, follow up through there and we'll be able to help you. Sorry this hasn't gone so smoothly!

June 27, 2013 15:43
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Colin Horne

Not having a way to easily assume a users identity on new Zendesk is a real issue for us here. When is this going to go live ? It seems like this was marked as a priority a month ago, but still no news!!

July 17, 2013 02:30
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Brandon K.
Zendesk

Hey Colin,

A couple of times we got the assume users feature to QA to be released in the next product update, but we keep finding fairly large security flaws with the feature. I know its frustrating to lose a feature when you upgrade your software, but I would like to assure you that this is an issue with the feature not really being compatible with our new framework and not Zendesk trying to abandon this feature.

We hope to have this out soon, but i'm not sure that I could give you an ETA to rely on for this feature. I'm very sorry about the inconvenience.

July 25, 2013 14:39
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Michelle MacPhearson

We are looking forward to this functionality as well.

August 22, 2013 20:20
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Max McCal
Product Manager

The ability to assume end-users has now been added to new Zendesk. This document has been updated to reflect how to do this. Thanks!

November 05, 2013 15:40
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Sam Dresser
schoolofrock

GREAT JOB MAX!!!!!

November 05, 2013 16:05
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Diane Albert
schoolannual

LOVE IT!!!  

November 06, 2013 05:47
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Jeff Guyette
opentempo

Awesome! Love it! Thanks guys!

November 07, 2013 14:41
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Eric Hallquist

Will Lotus ever allow assuming the identity of an agent as Classic did? We sometimes us this to create forum posts using a "Customer Support" agent instead of an individual, since staffing can change over time. 

November 07, 2013 14:50
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Fernando B

I also need to assuming agent identity.....similar reasons (use generic "Customer Support" agent instead of an individual).

November 07, 2013 15:38
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Tae
listia

I also need the ability to assume an AGENT'S identity, just like in Classic.  Thanks in advance!

Tae

 

November 08, 2013 10:54
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Andrew J
BizStudio NZ

The new functionality allows us to assume and end user, but NOT an agent... can we have functionlity to assume agent?  This is used way more often for me than 'end user'

November 11, 2013 15:25
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Max McCal
Product Manager

Hi, All - 

Thanks for the feedback. Please keep it coming. So far it sounds like these are the reasons that people feel they need to assume an agent:

  • Looking at personal macros and views
  • Checking to see what things are visible with what permission levels
  • Posting on behalf of a generic identity in the forums
  • Logging other agents off of Voice and Chat

At the moment, we feel as though these can be met better with less complicated features than a true user assumption, but I'll leave that open for now. The feature seems (to me at least) to be used generally to overcome other problems in our design. Anything else come to mind?

November 11, 2013 15:27
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Atul Jadhav
Mgm-communications

Hi,

I think it is important for administrators to be able to assume the identity of an agent.

In addition to setting up the support process in Zendesk my role as an administrator on one particular account, is to guide the other administrators, team leaders and agents (both staff and light), so that they can use Zendesk effectively.

There are times when other team members ask for guidance regarding the usage of certain features; The admin would be able to see the exact view that the agent is referring to and guide him with his queries. In fact one can explain better using screencasts /screenshots of an agents screen. This is very important if support staff is in a different geographical location.

If security is an issue, you could maybe not allow the agent with an assumed identity to make any changes, but "Checking to see what things are visible with what permission levels" is very important.

Regards

Atul

December 03, 2013 02:07
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Adam Goolie Gould
lytro

A big +1 on admins being able to assume ID of an agent.  

I really don't understand why this hasn't been ported over, since it's still available functionality in the old interface.  

Echoing Atul, this is super useful for both training, and making sure configurations are actually what I think they are.  I can't imagine a simpler interface for checking than simply to assume one of my agents and have a quick look around.  In fact, I don't even think I"d trust anything else.  

Please don't punish us for using the new interface by withholding this functionality.  

January 09, 2014 16:38
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Wes Drury
muscogee

@Adam - I just verified this still works but it is a workaround. 

  • Go to http://yourdomian.zendesk.com/users
  • This should take you to the old interface, find your agents name and click assume
  • Top right select "back to agent interface" and you will be logged in as your agent

Enjoy.

January 09, 2014 18:30
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Atul Jadhav
Mgm-communications

@Wes - Thanks for pointing it out, I checked and it is working again.

Around the time I posted my earlier comment (Dec 3rd 2013) the workaround that Wes described was not functional. I was surprised, cause I had been using it since the time the functionality to assume users was removed from the main interface.

Thanks Zendesk!!

Though a direct method to do the same would be appreciated even more.

 

January 10, 2014 02:16
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Tae
listia

+1 from me too. 

January 15, 2014 13:02
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Michael Guthrie

When will the ability to assume users identity to see what they see, and log tickets for them be added to the 'new' interface. This is a key feature. And this has been discussed for over a year now. How can it be a security issue when we can just use the hack workaround? How about just adding the link into the menu somewhere?

February 10, 2014 02:00
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Max McCal
Product Manager

Hi, Michael - 

There's no security issue, and we have added the ability to assume the identity of an end-user. That's what this article describes. If you're asking about the ability to assume another agent, it isn't a security issue there, it's merely an issue of additional technical complexity in terms of supporting that with the new interface. We're hoping to release some other, simpler features to handle the use cases surrounding assumption of agents. 

February 10, 2014 09:19