Assuming end-users Follow

all plans

An administrator can take on the credentials of an end-user to view and use Zendesk Support 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 Supprt.

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.

To assume (sign in as) an end-user
  1. Click the Admin icon () in the sidebar, then select Manage > People.
  2. Search for the user you want to assume or select the End-users category and locate the user.
  3. Click the user's name.
  4. 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 Support as needed.

  5. 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.

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  • 0

    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.

  • 0

    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.

  • 0

    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 that still possible? I have two new agents to train this week......

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