Assuming end-users

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  • Lengow Academy

    Please, please, please, make sure the classic view will not be turned off! As admin we definitely need this feature for training new agents and moreover troubleshootings. Otherwise we cannot see what agents are seeing and need them to log in to their account and share it with us will we are doing tests to optimise their Zendesk journey.
    Thanks a lot!

  • Russell Chee
    Zendesk Customer Care

    Hey Lengow Academy,
    Thanks for reaching out on this post, I hope you are doing well! I've had a look into this and at this current time there are no plans to remove this particular feature from Zendesk accounts. So the good news is that you'll have this to be able to be utilised. Furthermore thank you for sharing your feedback around this, it's much appreciated. All the best!

    Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia

  • bschmitt

    Is there an audit event associated with assuming an end users identity? We would like to track how often / when this is done.

  • Cheeny Aban
    Zendesk Customer Care
    Hi bschmitt

    Unfortunately, that is not yet part of the audit logs. Nonetheless, I totally understand your need for this functionality, so I am marking this comment as product feedback. 
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
  • (Admin) Stewart

    Actually, assuming the identity of an End User is now captured in the Audit Logs.  

    I can see the value of assuming the identity of a User in a 100% remote organization.  However, I fail to see why it would be necessary to assume the identity of an End User.

    Is it possible to prevent a User from assuming the identity of an End User?

  • Charles Gresula
    Zendesk Customer Care

    Hi (Admin) Stewart

    I am afraid that currently, it is not possible to completely disable that feature.

    As shown in the screenshot below, you can only limit the access to: Read only, Add and edit within their organization or Add, edit, and delete for all end users.

  • CJ Johnson

    This is not logged in the audit log, this seems like a huge security issue?

  • Dwight Bussman
    Zendesk Customer Care

    HeyO CJ - we appreciate the feedback and will take this to our Audit Log and Security teams for review.


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