Sam Trachtenberg

Hi Jacob,

Thanks! Yes, I use that trick all the time for Zendesk Support. When I tried it now, while logged in as another agent, I navigated to Zendesk chat and was prompted to log in. I logged in as myself (not knowing the other agent's password) and was taken to Zendesk chat.

While the avatar on the upper right showed the other agent, I was logged into Zendesk chat as me, not them. This was clear from the list of online agents.

After having slept on it, I think a cleaner solution would be for an Administrator to control the settings and set them at the group level. 

Sam Trachtenberg

Hi Rajat,

I don't want the agents to worry about the settings at all. I don't even want them to log onto the dashboard ever, if possible.

As is, they need to un-tick options (in 'Personal>>Profile') at the bottom to not get sent emails. They then have seven different sound notifications to adjust. I didn't think there were that many in the past. 

I think the settings had to be updated during the last big Zopim update several weeks ago. I could be wrong, but it seemed like more settings were added then.

Yes, I show them how to adjust the settings themselves, but it has drained my time. Maybe a better solution is to give Administrators the ability to customize the default settings for the entire group, so the same settings apply to all 50 agents. 

BR,

Sam

I spend too much time showing agents how to adjust their settings. It would be easier if I could assume them (log in as them) without knowing their password, so I could adjust the settings for them.