Assuming end-users

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31 Comments

  • Lance Conzett

    Max, you can add "need to disable two-factor authentication on behalf of the agent" to your list. We had an instance where an agent got a new number and lost his recovery codes, so I needed to assume his identity and disable two-factor authentication to get him back in. Luckily the workaround still works, but that'll be tricky once Zendesk Classic goes away.

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  • Max McCal
    Zendesk Product Manager

    Hey, Lance - 

    Noted. That said, we will be rolling out the ability for admins to procure a recovery code in such an emergency and provide it to the agent. We'd like something simpler than assumption in this case, and plan to have that live shortly. We're working on it this quarter.

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  • Marci Abraham

    It's been almost 3 years since this was requested, but .... is there any ETA on the ability to assume other roles, such as "agent"?

    Here are my reasons for wanting this feature:

    Every time I do a training for agents, I have to have THEM log in and show their screens, so I can walk them through. It's very clunky. It would be so much better if I could assume an agent and demonstrate from their perspective or make short training videos. If I demo or screencast from my admin perspective, I see a zillion things that they can't see and the demo is more about what they can't do than what they can/should. 

    It would also be infinitely useful in troubleshooting agent concerns and just figuring out what different agent options do. Every so often, we need to reconsider our agents' capabilities in the system, and I have no way to test on my own to see what effect it has. 

    I gleaned from the conversation above that there might be some workaround using Classic....is that still possible? I have two new agents to train this week......

    7
  • Paul

    Has there been any update on allowing administrators to assume the identity of other users than End-Users?

    I have very similar reasons to Marci's for wanting this.

    An update or workaround would be nice.

    3
  • William Bray

    Echoing Marci and Paul above.  I need to train several new agents as well as validate their permissions before we release their creds to them.

    2
  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Paul and William. I've asked our Voice of the Customer team and will let you know if there's any word on this. 

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  • Mark Tucker

    Typo in your opening paragraph: "Zendesk Supprt."

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  • Nicole S.
    Zendesk Community Team

    Thanks, Mark. We'll get that corrected. Welcome to the Zendesk Community!

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  • Gorka

    Hi,

    +1 to the ability to assume agents and admins role for other admins or owners.

    Best regards,

    3
  • Sedd

    Has there been an update to how one assumes the identity of an end user. I am attempting to assume the identity of a sample customer so that I can preview a form I've created. However, the drop down described here does not include an Assume Identity option. How do you preview my form as an end-user?

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  • William Bray

    @Zendesk, is there any update to adding the ability to assume agent roles?  Marci's comment in 2016 describes precisely my use case as well.  I know there are lots of issues to consider when adding features, but I'd be willing to discuss further ideas or workarounds if needed.  

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  • Nicole S.
    Zendesk Community Team

    Hi Sedd and William -

    This is not something currently planned for development, however, you are welcome to post your suggestion and detailed use-case in the Product Feedback topic, which our Product Managers follow. Here's how to create a feedback post

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  • Sedd

    So we can't assume the identities of end-users anymore? I need to preview my form, to understand what end-users are seeing. 

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  • Nicole S.
    Zendesk Community Team

    Hi Sedd, 

    My apologies, I was referring to the ability to assume an agent. 

    Assuming an end-user is still available.

    To preview a form as an end-user, the easiest way to do it would be to visit your Help Center via an incognito window or after logging out as an agent.  

    Alternatively, you should be able to do this through the "customize design" section of your Help Center theme. 

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  • Sedd

    How can I visit the help center if it requires a login but I only have agent access? When I log in it just takes me right to the agent window. 

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  • Jessie Schutz
    Zendesk team member

    Hey Sedd,

    Have you followed the instructions to assume an end-user's identity outlined in this article?

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  • Sedd

    Yes, as you will see in a previous comment of mine, I included a picture of the drop down associated with the sample customer. There is no option for "Assume Identity."

    Here it is again, in case you can't see the previous comment.

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  • Jessie Schutz
    Zendesk team member

    Sedd, what's your role in your Zendesk instance? The only reason I can think of that you can't see that option is that you're not an administrator in your Zendesk.

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  • Sedd

    I am an administrator. I have the capacity to create forms, which is what I'm doing, so that means I am an admin, right? But I can't view them as a user. I tried making an end-user account and that didn't work either. I specifically requested admin access this morning, was granted it, and started making forms. So....?

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  • Dwight Bussman
    Zendesk team member

    Hi Sedd,

    It looks like the end-user assumption will only be available if Guide is currently active for end-users. I'm reaching out to our Documentation team to update this article to reflect that. Thanks for bringing this to our attention.

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  • Gaëtan Tobie-Echeverria

    hello, I have an agent in the teams who has no access to Manage > people menu so she can't assume identity. What do you mean by  "any agent with rights to edit user profiles" .I do not see such option on her profile , I can only choose Agent. thanks in advance 

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  • Andrew J
    Community Moderator

    Hello Gaetan, the agent needs to have access to all tickets.

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Gaëtan,

    Can you confirm the plan level you're on? If you're on enterprise, you'd see this option under Admin>Manage>People>Roles. Otherwise as Andrew mentioned, if you give agent access to all tickets do they then see the option in their profile?

    Let us know!

    1
  • Gaëtan Tobie-Echeverria

    All good. Thank you. if possible, please mention this more clearly in the article.

    0
  • Violeta Micu
    Community Moderator

    Hello,

    Do we have the possibility to remove this option "Assume identity" from the agent role?

    I have to mention that i want to keep the possibility for the agents to edit and create profiles because our agents are creating also new tickets so i cannot block this option.

    Thanks,

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  • Brett Bowser
    Zendesk Community Team

    Hey Violeta,

    The only way to remove this option is by giving agents read-only access to user profiles if you have custom roles enabled. If you need agents to be able to edit profiles but not assume accounts, unfortunately, that level of granularity isn't available at the moment.

    I'll pass this feedback along to our Product Managers so they're aware of this need.

    Cheers!

    0
  • Catherine Michalak
    Community Moderator

    Hi,

    My understanding based on an article about User roles and permissions is that Admins can assume identity of other agents, is this correct? If yes, any idea why as an admin I cannot assume identity of my agents (see screenshot below)? I can only assume identity of end-users.

    Thanks!

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  • Dwight Bussman
    Zendesk team member

    Hi Catherine,

    The native feature within our current UI only allows for the assumption of end-users, but there is a hidden, legacy page that can be used by admins to assume other agents. https://subdomain.zendesk.com/users is the way to go about this, although I daresay, it's something I've been pushing to have implemented as a more graceful solution for several years now.

    Is there a specific use-case or workflow that necessitates your Admins assuming in as Agents? 

    1
  • Lee Robinson

    Hi Dwight,

    Catherine did not respond so I'll chime in as I have read through the last 4 years of this thread:
    Assuming an agents identity would be extremely helpful in terms of:

    • troubleshooting agent issues
    • proof testing forms or access to records/editing etc
    • training videos from the agent perspective
    • building out personal views for them before starting

    We do this in both of our CRM's and it seems pretty intuitive. The question I have not seen answered in this thread is: Why doesn't Zendesk offer this ability?

    1
  • Elissa
    Zendesk Community Team

    Hi Lee Robinson

    Thank you for your well thought out and organized reply! 

    I dug into our Product Feedback section and was only able to find two tangentially related Product Feedback posts:

    I'd like to get your feedback over to our Product team. Would you be able to submit a product feedback post of your own with the information and points that you've made here? You can do that in this section: Feedback on Support.

    Thank you!

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