Assuming end-users

Assuming end-users

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.

Zendesk Classic: In Zendesk Classic, an administrator can assume an agent or an end-user.
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 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.

To assume (sign in as) another user (Zendesk Classic)
  1. Select the Manage menu, then select People.
  2. Search for the user you want to assume; or select the End-users, Agents, or Admins category and locate the user.
  3. Click Assume. You are immediately logged in as the user and can navigate around their view of your Zendesk as needed.
  4. When you're finished, click Revert Identity (this command is in the upper right corner, near the Profile and Logout commands).
Have more questions? Submit a request

Comments

  • Avatar
    Fernando B

    Hi, wanted to know if you plan to include this functionality in Lotus, is really very useful!!

  • Avatar
    Rachel Jacobson

    I was wondering the same thing - we find it very useful too! But I can't seem to find it when I use the "try the new Zendesk" link to preview the newest version. 

  • Avatar
    Shawn Collenburg
  • Avatar
    Krissy

    I'd also like this feature in the 'new' Zendesk, please!

  • Avatar
    Christopher Williams

    I need this feature placed in the new zendesk.

  • Avatar
    Deepa Talwar

    +1

  • Avatar
    Kristian Blackburn

    I have just discovered this is missing. I am trying to test something we have set up for a difficult client and I just want to be able to see this is working and cannot - it is really frustrating. Please could you sort this out asap or allow us to temporarily revert to the old zendesk.

  • Avatar
    Deepa Talwar

    +1

  • Avatar
    Allen Lai

    We reskinned our instance and I don't see the "Revert Identity" link. Can someone please provide it to me?

  • Avatar
    Allen Lai

    I went to <domain>.zendesk.com/user/revert and that did the trick.

  • Avatar
    Marta Monteiro

    <domain>.zendesk.com/user/revert did not work for me. 

    It was such a nice feature, I hope you are not planning to remove it.

  • Avatar
    Brandon K.

    Looks like i'm a bit late to this forum, but hopefully some of you are subscribed and will be able to make use of this workaround.

    @All: If you are in the new Zendesk interface and need to assume a user, if you go to [yoursubdomain].zendesk.com/users you will be able to view your users and assume their identity. Once you have assumed their identity this way, you can then switch back by clicking 'Revert Identity' button in the top right corner of the screen or typing [yoursubdomain].zendesk.com/users/revert. You can then click 'back to agent interface' in the top right corner to return to the new Zendesk interface.

    @Kristian: If you go to [yoursubdomain].zendesk.com/switch while in the new Zendesk interface, you will be able to switch your account back to Classic.

    @Marta: If you could create a ticket or email support@zendesk.com with your issue, one of our Customer Advocate will be able to help you out with this.

    Thanks!

  • Avatar
    Eric Hallquist

    Hi Brandon:

    I'm feeling kind of dumb but looking at my /users page (in Lotus) and/or when I select the specific user I want to assume, I can't seem to find any way to do it...Can you let me know exactly where to go? I think I've looked at every link/menu on the page.

    Thanks -- Eric at Dropcam

  • Avatar
    Jennifer Rowe

    Hi Eric,

    I'm trying it in my test account and I'm not seeing it either. If it did work, you would see "assume" when you hover (move your cursor) next to "edit" beside the user's name (you might have to scroll to the right to see "edit").

    Maybe we're both missing something. Brandon is away at Zen U this week, but hopefully we'll hear from him soon.

  • Avatar
    Joy Carletti

    I think the confusion may be that you can't just go to your Manage > People page within the new interface and find the assume button.  The funtionality hasn't actually been built in  yet (we're working on this!)  The workaround is to type into your browser <yoursubdomain>.zendesk.com/users.  This will take you to the classic version of your manage > people page, and you can assume the user there, without actually doing a full switch.

     

    As Brandon mentioned,  once you have assumed their identity this way, you can then switch back by clicking 'Revert Identity' button in the top right corner of the screen or typing <yoursubdomain>.zendesk.com/users/revert. You can then click 'back to agent interface' in the top right corner to return to the new Zendesk interface.

  • Avatar
    Eric Hallquist

    Thanks Joy -- and d'oh! I was taking the first advice too literally. I'm in Classic view after typing the URL and can assume like before. Thanks so much for the clarification!

    -Eric

  • Avatar
    Jennifer Rowe

    Yes, thanks, Joy. It is actually working for me too. I was in the right place before (/users), but I'm not going to tell you what I was doing wrong! Too embarrassing. :)

  • Avatar
    Mathew Gantnier

    +1 on having this on the new interface.  This was a useful option in classic.

     

  • Avatar
    Travis Ferguson

    Still waiting for this in new Zendesk... tired of having to use the way-too-many-steps workaround.

  • Avatar
    Rob Pezely

    Please add another vote toward prioritizing this feature into the new version, so we can actually fully utilize and live in the new version.

    It is challenging to encourage the team to accept the migration to the new version.  It is even harder when there are core tasks which still require the team to revert to the old version.  The inability to assume a user is one of the facets of the new version which is currently not resulting in happier agents.

     

  • Avatar
    Jennifer Rowe

    This feature is a priority and the team is actively working on it. I don't have an ETA, but hopefully it won't be much longer. Sorry for the inconvenience guys--please stand by a little longer....

  • Avatar
    Santanu Ece

    Santanu Ece

    Jun 27 03:54 (PDT)

    From the admin end i was trying to customize my zendesk fronted account.

    Now i am using

    var $namespace = jQuery.noConflict(true);

    $namespace(function() {

    $namespace('#container').replaceWith('');

    });

    Now my admin panel is blank. all the content is replacing by white space.

    what to do man. I am asking for help but not getting any respose from zendesk

  • Avatar
    Laura D.

    Hi Santanu, 

    I checked on the request you submitted early today and it looks like we sent you a message through the ticket a few hours ago. When you have a chance, follow up through there and we'll be able to help you. Sorry this hasn't gone so smoothly!

  • Avatar
    Colin Horne

    Not having a way to easily assume a users identity on new Zendesk is a real issue for us here. When is this going to go live ? It seems like this was marked as a priority a month ago, but still no news!!

  • Avatar
    Brandon K.

    Hey Colin,

    A couple of times we got the assume users feature to QA to be released in the next product update, but we keep finding fairly large security flaws with the feature. I know its frustrating to lose a feature when you upgrade your software, but I would like to assure you that this is an issue with the feature not really being compatible with our new framework and not Zendesk trying to abandon this feature.

    We hope to have this out soon, but i'm not sure that I could give you an ETA to rely on for this feature. I'm very sorry about the inconvenience.

  • Avatar
    Michelle MacPhearson

    We are looking forward to this functionality as well.

  • Avatar
    Max McCal

    The ability to assume end-users has now been added to new Zendesk. This document has been updated to reflect how to do this. Thanks!

  • Avatar
    Sam Dresser

    GREAT JOB MAX!!!!!

  • Avatar
    Diane Albert

    LOVE IT!!!  

  • Avatar
    Jeff Guyette

    Awesome! Love it! Thanks guys!

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