Granting Zendesk temporary access to your account

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15 Comments

  • Daniel Williams
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    Hi Aimee! Is there a way to see why the access was granted or in relation to what open incident it was granted?

    10
  • Mindaugas Verkys
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    Hi Aimee! Is there any way to track or see the logs when and who has been logged in?

    1
  • Jessie Schutz
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    Hey Daniel and Mindaugas!

    If you have questions about your account's assume history, you just need to submit a ticket to our support team. They'll then pass you along to the team that'll be able to answer any questions you might have. :)

    2
  • Dave Cooper
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    Did that - same results.  The Monitor screen times out and says 'Monitor disconnected"

    0
  • Nicole - Community Manager
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    Hi Dave, 

    I'm sorry, but I'm unclear - what is your question? 

    0
  • Graham Robson
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    Can this capability be extended to enable account assumption to other trusted third-parties?

    A Zendesk customer may wish to obtain support from a Zendesk implementation partner.

    Thanks,  Graham

    1
  • Diogo Maciel
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    Hi Graham

     

    This feature is currently not available for other parties. We may consider the possibility of having this on certain plans in the future

    Cheers!

    0
  • Socorro Fernandez
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    Hi Team,

    Would the Zendesk Support agent ever make changes when assuming identity?

    If so, do these changes show up on the audit log?

    0
  • Nicole - Community Manager
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    Hi Socorro - 

    With very few exceptions, our policy is that we will not change, delete, purge, or recover any data in a customer's Zendesk when assumed in to it, and yes, anything that happens while a Zendesk agent is assumed in would be tracked in the audit log. 

    1
  • Niclas Kårlin
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    Hi. I suggest to include the name of the agent who did the temporary access grant, in the email that is sent to all admins.

    This to avoid them wondering what's going on.

    3
  • Jessie Schutz
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    That's a great suggestions! I'll be sure to pass it along.

    0
  • Vladislav Demyanenko
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    Sorry guys, is this 'assumption' feature compliant to GDPR regulations ?

    0
  • Cole P.
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    Hi Vladislav - 

     

    Zendesk customers can obtain further product information with regard to GDPR compliance in our GDPR Product Guides. If you cannot locate an answer to your question in our documentation, then you can contact privacy@zendesk.com and we will try to respond to your question. Please note that this support may only be available in English.

    1
  • Konstantin S. Zobov
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    Outdated.

    1
  • Brett - Community Manager
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    Hey Konstantin,

    Is there a particular portion of this article that you noticed was outdated?

    Happy to get the information updated if needed!

    0

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