An administrator or any agent with rights to edit user profiles 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 Support.
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.
Note: To assume an end-user, your Help Center must be activated and visible to end-users.
To assume (sign in as) an end-user
- 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 Support 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.
31 Comments
OMG...where is the SUPER ECSTATIC emoji??? Or the HAPPY DANCE gif? Dwight Bussman provided a workaround (the /users URL) that is absolutely a lifesaver for me. I had no idea that was hiding in the background, and I can't believe no one has mentioned it before. There have been passing references to the option in Classic, which I knew had been there, in all the 4 years since I first posted in this thread, no one said yes, we could still get to it. This is amazing. Now my only fear is that someone will turn it off! lol
Thanks Dwight!!
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