Granting Zendesk temporary access to your account

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  • Jessie Schutz
    Zendesk team member

    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. :)

  • Dave Cooper

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

  • Nicole S.
    Zendesk Community Team

    Hi Dave, 

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

  • 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

  • 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


  • Socorro Fernandez
    Community Moderator

    Hi Team,

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

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

  • Nicole S.
    Zendesk Community Team

    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. 

  • 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.

  • Jessie Schutz
    Zendesk team member

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

  • Vladislav Demyanenko

    Sorry guys, is this 'assumption' feature compliant to GDPR regulations ?

  • Cole P.

    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 and we will try to respond to your question. Please note that this support may only be available in English.

  • Moniek van der Geer


    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.. 

  • Dwight Bussman

    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.


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