Assuming end-users Follow

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20 comments

  • Avatar
    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

    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......

  • Avatar
    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.

  • Avatar
    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.

  • Avatar
    Nicole - Community Manager

    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. 

  • Avatar
    Mark Tucker

    Typo in your opening paragraph: "Zendesk Supprt."

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    Nicole - Community Manager

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

  • Avatar
    Gorka (Edited )

    Hi,

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

    Best regards,

  • Avatar
    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.  

  • Avatar
    Nicole - Community Manager

    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

  • Avatar
    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. 

  • Avatar
    Nicole - Community Manager (Edited )

    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. 

  • Avatar
    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. 

  • Avatar
    Jessie - Community Manager

    Hey Sedd,

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

  • Avatar
    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.

  • Avatar
    Jessie - Community Manager

    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.

  • Avatar
    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....?

  • Avatar
    Dwight Bussman

    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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