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.
This article discusses the following topics:
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 disabled by default, and can be enabled by any administrator for a Zendesk product. For example, if you are an agent in Support but an administrator in Explore, you can enable 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.
- In Admin Center, click Account in the sidebar, then select Security > Advanced.
- On the Account assumption tab, select Enable account assumption.
- 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.
- 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.
I've made the change to the account assumption. Our widget still isn't working.
Hi there, looks like we need to check your account to find out why the widget isn't working, I'll go ahead and create a ticket on your behalf and you should expect an email shortly!
Good so when are you getting that done because I really need to sort out my don school fee’s
Hi Huey, are you having any issues with Zendesk?
And what would that be
Hi Robert, are you having any issues with Zendesk?
I need to get my FTX account back
Hi Huey, you've reached Zendesk support, and it sounds like you're probably trying to reach someone who *uses* our software to provide support. We make software that companies use to give their customers a way to contact them, but we don't actually provide support for their product, just the channel for communication. Unfortunately, we are unable to forward your email on so please try reaching them directly from their website!
i have issue with my ticket service, when sending a ticket, it goes to spam box of custmers mail,
Hi Carl, In terms of being received on junk mail. This is something that Zendesk can't control if the receiver is not trusting the sender and as what you have attached on your first email, we suggest to follow the steps provided here:
How can I stop my emails from going into my customer's spam folder?
You first need to enable this to configure SPF, DKIM and DMARC correctly. The first step to prevent deliverability issue is to enable this option (as per this article: How do I know if my DKIM records are configured correctly?)
I'd strongly recommend involving your IT who manages your email domains etc. I hope this helps.
Hi, We need this same feature in our support for our app. Is this a homegrown solution? Or is it a 3rd party you can share? We really need approval to not only emulate a user, but to get approval to even access the data for support's sake
Hi Aimee Spanier,
Just want to make sure I understand this properly:
When account assumption is enabled, then agents can do more than view and check settings in your account? For example, they can help make modifications to your instance configuration if needed?
No, Zendesk agents are unable to make any modifications in your account, we certainly can provide a guide or step by step instructions. If necessary, we can also ask to create/update TEST tickets but we would need explicit permission from the owner or the admins. Thank you.
Hi Audrey Ann Cipriano,
Thank you for attempting to answer my question. But my question was for the author and I wanted her to clarify what she meant when she wrote that statement in the article.
Thank you, Walter!
Здравствуйте. Как пройти проверку на использование зендекс?
I created a ticket for your question so we could gather more details. Our team will further assist you via email.
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