Yes, Zendesk reserves the right to assume the role of an agent in your account without prior notice in certain situations. These include emergencies to prevent serious harm or if there's suspicion of a violation of the Main Services Agreement. This ensures that Zendesk can act swiftly to protect your interests and maintain service integrity.
You can grant Zendesk temporary access to your account to help troubleshoot complex issues. To do this, navigate to the Admin Center, click on Account in the sidebar, then select Security > Advanced. On the Account assumption tab, select Enable…
You should consider granting Zendesk access to your account when facing issues that are too complex to resolve with read-only access. Examples include highly-technical issues, problems that can't be replicated elsewhere, or when visual analysis of…
No, granting Zendesk access to your account does not affect your license or available agent seats. Zendesk can assume the role of an agent without impacting your current setup, allowing them to assist with troubleshooting without any additional…
For trial accounts, the Account assumption feature is always enabled by default. This means Zendesk can access your account without needing additional permissions. Once the trial account is converted to a paid account, you will have the option to…
While account assumption allows Zendesk agents to access your account, ticket visibility is controlled by roles and permissions. You can manage which tickets agents can see based on criteria like group membership or ticket tags. This means that the…