An administrator or any agent with permission to edit user profiles can take on the credentials of an end user to view and use Zendesk Support as that end user. This is referred to as assuming the identity of a user. It can be useful in troubleshooting issues users are having when using your Zendesk Support.
Keep in mind that while you're assuming a user, any actions you take, such as creating a ticket or adding a comment to a ticket, are done by the user you're logged in as.
- In Support, click the Customers icon () in the sidebar.
- Locate the user you want to assume and click their name..
the user's profile,
options menu in the top right, then select Assume
identity.Note: The first time you assume a user you need to click Assume user in the information dialog. You will not see this prompt again.
Another browser tab opens where you are logged in as the end user and can navigate around their view of your Zendesk Support as needed.
- When you're finished, do one of the following to resume your own
- In the browser tab where you are the end user, click Revert to your identity at the top.
- Return to the browser tab where you assumed the end user, then click Revert identity.
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!
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
Is there an audit event associated with assuming an end users identity? We would like to track how often / when this is done.
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.
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?
Hi Stewart E.
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.
This is not logged in the audit log, this seems like a huge security issue?
HeyO CJ - we appreciate the feedback and will take this to our Audit Log and Security teams for review.
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