'Assume agent' /'Log in as' option

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12 Comentários

  • Rajat Garg
    Zendesk Product Manager

    Hi Samuel,

    Thanks for posting your suggestion. Looks like problem you are facing is you agents are not able to change settings easily. Can you please explain following so that I can better understand the problem that you are facing:

    1) Which settings are you facing problems with? Are these settings need to be updated frequently?

    2) Why agents are not able to adjust their settings? Are settings confusing? Can agents be trained to adjust the settings?

    Thanks,

    Rajat

    0
  • 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

     

     

    0
  • Jacob Johst Christensen
    Community Moderator

    There's a well kept secret way to assume the identity of other users, not sure if it will work with chat, but give it a try.

    1) Go to the old Zendesk user interface:

    https://your-domain.zendesk.com/users/

    2) Find the user you want to assume and click the assume link to the far right of their name. Now you are logged in as this user.

    3) Go to the Zendesk Chat interface and see if you are still assuming the agents identity:

    https://your-domain.zendesk.com/agent/chat

    Do what you need to do.

    To revert to you own identity, go back to the old Zendesk interface:

    https://your-domain.zendesk.com/users/revert

    If the above path doesn't do the trick, there should be a link on the banner of that page that leads to resuming your identity.

    Hope that helps.

    /Jacob.

    6
  • 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

    1
  • Jacob Johst Christensen
    Community Moderator

    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. :-)

    1
  • Maja Zivkovic

    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. 

     

    1
  • Clik Rogan

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

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

    1
  • Jacob Johst Christensen
    Community Moderator

    Nice! Probably a very common situation 👍

    0
  • Sydney Neubauer

    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

    0
  • Jupete Manitas
    Zendesk Customer Advocate

    Hi Sydney,

    Thanks for writing in! Normally, when you assume or log in using their profile nothing will change as long as you are only viewing it. Calls and Chat will not be routed as long as the agent is logged in. But to answer your question - Yes. Since you made some changes with their status.

    Thank you!

    Pete

    0
  • Sydney Neubauer

    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

    0
  • Jupete Manitas
    Zendesk Customer Advocate

    Hi Sydney,

    I forgot to mention about Chat. By assuming or logging in to another agent's account while he/she is online on chat will affect the user's status. There is a possibility of interfering user's status.

    I hope that clarifies and thank you!

    0

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