Assuming end-users

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

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.