How to Assume End Users in Zendesk - Frequently asked questions
Discover answers to common questions about assuming end users in Zendesk. Learn how to manage user accounts, troubleshoot issues, and enhance support efficiency.
Frequently asked questions
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…
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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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