'Assume agent' /'Log in as' option

Hi Oliver,

As far as I can see this assume agent trick still works.

Hi

We need to be able to assume our agents accounts, as others have mentioned this would be extremely useful for identifying issues. I understand Zendesk Support have a bypass tool that allows them to assume account, why isn't this available on Enterprise?

We've had an ongoing issue since July which is still being investigated, working in a hybrid model for working from home would help us to identify whether this is a network issue with how we are set up or to be able to better support our users.

Thanks

Jupete Manitas Thanks for confirming! Does that also apply to the chat dashboard? There is usually a notification that pops up stating if you want to remain online or stay invisible. We want to ensure that there is 0% chance we can interfere with the Agent's ability to perform live support

Do we know that if an Agent is currently online for Talk or Chat when you assume into them, if their calls/chats will be routed to or if changing anything will affect them on their side?

ie. Setting yourself to away or invisible while assumed into them, sets the Agent to away/invisible on their end

Nice! Probably a very common situation 👍

This hack is great for when you have offboarded agents prior to sharing their valuable Explore Dashboards 😅

Tried and tested! Thank you Jacob J Christensen for saving the day! 

Can say this 'hack' no longer works. 

Please either let me monitor agent personal macros and personal views or allow account assumption in some way. 

I agree this could be better set up with user roles and permissions controlled by an administrator.

Thanks for confirming that the assume agent hack doesn't work with chat users. :-)