Granting Zendesk temporary access to your account Follow



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    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?

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    Mindaugas Verkys

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

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    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. :)

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    Dave Cooper

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

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    Nicole - Community Manager

    Hi Dave, 

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

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    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

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    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


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    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?

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    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. 

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