How to Assume End User Identity in Zendesk
How can I assume the identity of an end user in Zendesk?
To assume the identity of an end user in Zendesk, you need to have the appropriate permissions. This feature allows administrators or agents with permission to edit user profiles to log in as an end user, which can be helpful for troubleshooting issues.
To do this, navigate to the Customers icon in the sidebar of Zendesk Support, find the user you want to assume, and click their name. On the user's profile, select the user options menu in the top right and choose 'Assume identity'. A new browser tab will open where you are logged in as the end user. When you're done, you can revert to your own identity by clicking 'Revert to your identity' in the end user tab or 'Revert identity' in the original tab. For more details, check theoriginal link.
More related questions
What actions can I perform while assuming an end user in Zendesk?
When you assume an end user in Zendesk, you can perform actions as if you were that user. This includes creating tickets, adding comments, and navigating their view of Zendesk Support. It's important to remember that any actions you take while…
Is it possible to disable the feature to assume an end user in Zendesk?
Currently, it is not possible to completely disable the feature to assume an end user in Zendesk. However, you can limit access to this feature by setting permissions to 'Read only', 'Add and edit within their organization', or 'Add, edit, and…
Is assuming an end user in Zendesk logged in the audit logs?
Yes, assuming the identity of an end user is now captured in the audit logs. This allows you to track when and how often this feature is used. Previously, this was not part of the audit logs, but due to customer feedback, it has been included to…
What should I do if I encounter issues while assuming an end user in Zendesk?
If you encounter issues while assuming an end user in Zendesk, ensure that your Help Center is activated and visible to end users, as this is a requirement for using the feature. If the problem persists, consider reaching out to Zendesk support for…
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