Option to assume as an agent



  • Sam
    Community Moderator

    Note from the Zendesk Community Team: Sam's instructions here are out of date, as they predate the move of this functionality to Admin Center. However, user Pam Carter has provided updated instructions in her comment below, here. Thanks Pam!


    Hi Johnny J! It is possible to do this through a workaround. To do so:

    1. Open Zendesk Support
    2. Go to Admin -> People
    3. Right-click on "Agents" and open the page in a new tab (you can also go to this link - replace the subdomain w/ your own Zendesk subdomain: https://subdomain.zendesk.com/users?role%5B%5D=4&role%5B%5D=2 )
    4. On the older-style Agent page, hover over the row with the agent you'd like to assume
    5. To the right, next to edit, you should see an assume link appear
    6. Click on the link to assume the agent user

  • Johnny J

    Samuel Mosher you are awesome! Thank you very much for your help:) 

    Wondering, if there's an option to revert identity after we get into agent's dashboard page. I can only see the option to sign out. Any help is much appreciated. 


  • Sam
    Community Moderator

    Johnny J Yes! If you go to Guide, a box should appear to revert identities.

  • Johnny J

    Great, thank you again Sam

  • Jacob Christensen
    Community Moderator

    Hi Johnny J

    You should be able to revert your identity from the Guide product or by visiting https://your-domain.zendesk.com/users/revert

  • Pam Carter

    This article needs updating.  Here are the instructions we were given

    To assume an agentidentity:use the URL: [yoursubdomain].com/users

    • You'll be taken to a list of users
    • Click on Agents below the search bar
    • Find the agent you want to assume the identity and hover your mouse close to the edit button
    • Click on the Assume button
    • You will be taken in the Guide page, click on the products button upper right (four squares icon)
    • Go to Zendesk Support and test tickets, etc 
    • To leave the assuming mode, go again to the URL: [yoursubdomain].com/users
    • There will be a yellow message on the top of the page with an option to end assumption mode
  • Johnny J

    Great, thanks for sharing this Pam.

  • Dave Dyson
    Zendesk Community Manager

    Thanks for providing updated instructions, Pam Carter


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