An administrator can take on the credentials of an end-user to view and use Zendesk as that end-user. This is referred to as assuming the identity of a user. It can be useful in troubleshooting issues users are having when using your Zendesk.
Keep in mind that while you're assuming a user, any actions you take, such as creating a ticket or adding a comment to a ticket, are done by the user you're logged in as.
- Click the Admin icon () in the sidebar, then select Manage > People.
- Search for the user you want to assume or select the End-users category and locate the user.
- Click the user's name.
- Click the User options menu in the top right, then select Assume
identity.Note: The first time you assume a user you need to click Assume user in the information dialog. You will not see this prompt again.
Another browser tab opens where you are logged in as the end-user and can navigate around their view of your Zendesk as needed.
- When you're finished, do one of the following to resume your own identity:
- In the browser tab where you are the end-user, click Revert to your identity at the top.
- Return to the browser tab where you assumed the end-user, then click Revert identity.
- Select the Manage menu, then select People.
- Search for the user you want to assume; or select the End-users, Agents, or Admins category and locate the user.
- Click Assume. You are immediately logged in as the user and can navigate around their view of your Zendesk as needed.
- When you're finished, click Revert Identity (this command is in the upper right corner, near the Profile and Logout commands).