To help troubleshoot problems with your Zendesk account, you can allow Zendesk Support to assume the role of an agent for a specific amount of time. Allowing Zendesk to access your account as an agent does not affect your license, or your available agent seats.
This article discusses the following topics:
Determining when to grant access to your account
You may want to grant access to Zendesk Support agents when you’re facing an issue that is too complex to be understood when the agent has read-only access to your account.
Some common examples include:
- Highly-technical issues that need to be escalated through multiple levels of support.
- Replication of your issue cannot be reproduced anywhere else.
- Visual analysis of console information is needed, and is not obtainable via any other method.
- Your IP configuration is incorrect.
- You need test tickets created so you can test or troubleshoot issues.
Granting access to your account
The account assumption setting is part of your security properties. This setting is disabled by default, and can be enabled by any account admin. You can grant access to your account for a set period of time, or indefinitely, and can turn it off at any time.
- Sign in to Zendesk Support as an admin.
- Click the Admin icon () in the sidebar, then select Settings > Security.
- On the Security page, select the Global tab.
- Scroll down to the Allow account assumption section, and select the Enabled option.
- Use the Select duration drop-down menu to choose how long Zendesk can access your account (One day, One week, One month, One year, or Indefinitely).
Zendesk’s access is disabled automatically after this period of time; however, you can update the duration to extend (or reduce) access time as needed. If you select Indefinitely, access is granted until you manually disable this setting, or select a new access duration.
- Click Save at the bottom of the page.