Granting Zendesk temporary access to your account

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11 Comments

  • Daniel Williams

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

    1
  • Mindaugas Verkys

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

    0
  • Jessie - Community Manager

    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

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

    0
  • Nicole - Community Manager

    Hi Dave, 

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

    0
  • Graham Robson

    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

    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

    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

    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

    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.

    1
  • Jessie - Community Manager

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

    0

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