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Granting Zendesk temporary access to assume your account



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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19 comments

I've made the change to the account assumption. Our widget still isn't working.

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Audrey Ann Cipriano

Zendesk Customer Care

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!

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Good so when are you getting that done because I really need to sort out my don school fee’s

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Huey, are you having any issues with Zendesk?

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And what would that be 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Robert, are you having any issues with Zendesk? 

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I need to get my FTX account back

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Audrey Ann Cipriano

Zendesk Customer Care

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!

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i have issue with my ticket service, when sending a ticket, it goes to spam box of custmers mail,

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Gabriel Manlapig

Zendesk Customer Care

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.

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Mark Fly

Zendesk Luminary

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

 

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Hi Aimee Spanier,

Just want to make sure I understand this properly:

“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.”

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?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Walter, 

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. 

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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.

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Audrey Ann Cipriano

Zendesk Customer Care

Thank you, Walter!

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Здравствуйте. Как пройти проверку на использование зендекс?

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Joyce

Zendesk Customer Care

Hello,
 
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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When we grant support to a Zendesk agent can we limit which tickets they are able to see?

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Francis Casino

Zendesk Customer Care

Hello Ray,
 
I hope you're having a great day!
 
In Zendesk, enabling account assumption allows agents to temporarily take over or "assume" the identity of an end user to troubleshoot issues or provide support on their behalf. However, when it comes to limiting which tickets agents can see with account assumption enabled, it's not directly tied to account assumption but it will depend on the role which ticket visibility of the account we will be accessing and this will fall under Custom Roles to control ticket access to your agents. 
 
Ticket visibility is usually managed through roles and permissions settings. You can control agents' access to specific tickets based on criteria like group membership, ticket tags, organization membership, or custom fields.
 
If you wish to restrict which tickets Zendesk agents can view when using account assumption, you would typically configure permissions and access controls for the agents themselves rather than for the account assumption feature specifically. This means that the tickets visible to Zendesk agents when they assume an end user's account would be the same tickets they would see under their own account, based on their assigned roles and permissions.
 
To sum up, account assumption in Zendesk doesn't come with a separate way to manage ticket visibility. Instead, ticket visibility is usually handled through standard roles and permissions settings within Zendesk.
 

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