Granting Zendesk temporary access to assume your account

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15 Comments

  • Customer Service

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

    1
  • 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!

    0
  • Huey Riddick

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

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Huey, are you having any issues with Zendesk?

    1
  • Robert Duverge

    And what would that be 

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Robert, are you having any issues with Zendesk? 

    0
  • Huey Riddick

    I need to get my FTX account back

    0
  • 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!

    0
  • Carl Jansen

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

    0
  • Gabriel
    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.

    2
  • Mark Fly

    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

     

    0
  • Walter

    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?

    0
  • 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. 

    0
  • Walter

    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.

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Thank you, Walter!

    0

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