To help troubleshoot problems, you can allow Zendesk 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.
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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 in Zendesk Admin Center. This setting is disabled by default, and can be enabled by any administrator for a Zendesk product. For example, if you are an agent in Support but an administrator in Explore, you can enable this option. You can grant access to your account for a set period of time, or indefinitely, and can turn it off at any time.
- In any product, click the Zendesk Products icon (
) in the top bar, then select Admin Center.
- Click the Security icon (
) in the left sidebar, then click the Advanced tab.
- Click the Account assumption tab and select Enable account assumption.
- Use the Duration drop-down menu to choose how long Zendesk can access your
account (One day, One week, One month, One year, or Indefinitely).
Access from Zendesk 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.
Access to trial accounts
The Account assumption tab in Admin Center does not show for trial accounts. Zendesk trial accounts always have account assumption enabled. Only when the trial account is converted into a paid account will you have the option to choose when Zendesk can assume into your account.
15 Comments
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. :)
Did that - same results. The Monitor screen times out and says 'Monitor disconnected"
Hi Dave,
I'm sorry, but I'm unclear - what is your question?
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
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!
Hi Team,
Would the Zendesk Support agent ever make changes when assuming identity?
If so, do these changes show up on the audit log?
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.
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.
That's a great suggestions! I'll be sure to pass it along.
Sorry guys, is this 'assumption' feature compliant to GDPR regulations ?
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.
Hi!
I got this e-mail saying the duration for 'account assumption' has been granted, but I do not recognise this
activity. Where can I see who took over my account? In the Account settings > Audit log, I cannot find it..
Hi Moniek van der Geer
I will reach out to you via a ticket to share details about this more privately. I suspect it's not that anyone "took over" your account, but rather that one of the administrators granted that access temporarily for the reasons listed in this article - so that our support team could assist in troubleshooting some complex issue.
Hi Zendesk team,
I'd like to confirm who receives the 'account assumption has been granted' email?
Is it the owner + all admins? Can this be adjusted?
Thanks!
Hey Federico,
This email notification will get sent out to all admins on the account. I did some digging and there's no way to disable this option at this time.
Let us know if you have any other questions!
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