Granting Zendesk temporary access to assume your account

What's my plan?

Quick Look: Admin Center > Account > Security > Advanced

To help troubleshoot problems, you can allow Zendesk to assume the role of an agent for a specific amount of time. Allowing Zendesk to access your account as an agent does not affect your license, or your available agent seats.

Note: Zendesk reserves the right to assume the role of an agent in your account without prior notice in certain situations. These include emergency situations to prevent serious harm to you or others, or situations where we suspect that your use or access to the Services is violating the terms of our Main Services Agreement.

This article discusses the following topics: 

• Determining when to grant access to your account
• Granting access to your account
• Access to trial accounts

Related articles:

• General security best practices

Determining when to grant access to your account

You may want to grant access to Zendesk Support agents when you’re facing an issue that is too complex to be understood when the agent has read-only access to your account.

Some common examples include:

• Highly-technical issues that need to be escalated through multiple levels of support.
• Replication of your issue cannot be reproduced anywhere else.
• Visual analysis of console information is needed, and is not obtainable via any other method.
• Your IP configuration is incorrect.
• You need test tickets created so you can test or troubleshoot issues.

Granting access to your account

The account assumption setting is part of your security properties in Zendesk Admin Center. This setting is turned off by default and can be turned on by Support, Chat, and Sell admins. For example, if you are an agent in Support but an administrator in Explore, you cannot turn on this option. You can grant access to your account for a set period of time, or indefinitely, and can turn it off at any time.

To grant Zendesk access to your account

1. In Admin Center, click Account in the sidebar, then select Security > Advanced.
2. On the Account assumption tab, select Enable account assumption.

   

3. Use the Duration drop-down menu to choose how long Zendesk can access your account (One day, One week, One month, One year, or Indefinitely).

   Access from Zendesk is disabled automatically after this period of time; however, you can update the duration to extend (or reduce) access time as needed. If you select Indefinitely, access is granted until you manually disable this setting, or select a new access duration.

4. Click Save.

Access to trial accounts

The Account assumption tab in Admin Center does not show for trial accounts. Zendesk trial accounts always have account assumption enabled. Only when the trial account is converted into a paid account will you have the option to choose when Zendesk can assume into your account.