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
Click the Admin icon () in the sidebar, then select Manage > People.
Search for the user you want to assume or select the End-users category and locate the user.
Click the user's name.
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.
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)
Select the Manage menu, then select People.
Search for the user you want to assume; or select the End-users, Agents, or Admins category and locate the user.
Click Assume. You are immediately logged in as the user and can navigate around their view of your Zendesk as needed.
When you're finished, click Revert Identity (this command is in the upper right corner, near the Profile and Logout commands).