• Pam Carter

  • June 22, 2022 14:31

  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
• Sam

  • October 08, 2021 16:02

  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  Note from the Zendesk Community Team: Sam's instructions here are out of date, as they predate the move of this functionality to Admin Center.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

  

• Jean-Baptiste Brière

  • October 06, 2022 13:34

  Team, any plan to add this feature in the current UI? This is a very useful tool.

   

• Sam

  • October 08, 2021 18:02

  Community Moderator

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

  

• Jacob Christensen

  • December 23, 2021 14:05

  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

• Johnny J

  • October 08, 2021 17:07

  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. 

   

• Johnny J

  • October 11, 2021 11:16

  Great, thank you again Sam

• Johnny J

  • June 23, 2022 11:45

  Great, thanks for sharing this Pam.

• Dave Dyson

  • June 30, 2022 05:48

  Thanks for providing updated instructions, Pam Carter! 

• Pam Carter

  • July 08, 2022 12:23

  John,

  That did not work for us.  We have multiple brands and it caused me to get locked out of the system.  It may work if you only have 1 brand but for us, having multiple brands, it does not work.  (We had our Zendesk implementation person on the call walking us through it)  

• Jahn Bronilla

  • July 11, 2022 00:49

  Community Moderator

  Hi Pam, we also have multiple brands and not sure why it does not work for you but I am assuming you are an admin as well? 

• Mau

  • September 29, 2022 01:40

  Zendesk Customer Care

  To assume:
  URL: [yoursubdomain].zendesk,com/users - then select which agent to assume identity
  
  To revert:
  URL: [yoursubdomain].zendesk.com/users/revert 

• Jahn Bronilla

  • September 29, 2022 03:09
  • Edited

  Community Moderator

  Let's make it simple
  
  To assume:
  URL: [yoursubdomain].zendesk.com/users - then select which agent to assume identity
  
  To revert:
  URL: [yoursubdomain].zendesk.com/users/revert 

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