Assuming end-users Follow

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6 comments

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    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.

  • Avatar
    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 Relyea

    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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