Assuming end-users

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An administrator or any agent with permission to edit user profiles can take on the credentials of an end user to view and use Zendesk Support as that end user. This is referred to as assuming the identity of a user. It can be useful in troubleshooting issues users are having when using your Zendesk Support.

Keep in mind that while you're assuming a user, any actions you take, such as creating a ticket or adding a comment to a ticket, are done by the user you're logged in as.

Note: To assume an end user, your Help Center must be activated and visible to end-users.

To assume (sign in as) an end-user

In Support, click the Customers icon ( ) in the sidebar.

Locate the user you want to assume and click their name..

On the user's profile, click the user options menu in the top right, then select Assume identity.

Note: The first time you assume a user you need to click Assume user in the information dialog. You will not see this prompt again.

Another browser tab opens where you are logged in as the end user and can navigate around their view of your Zendesk Support as needed.

When you're finished, do one of the following to resume your own identity:

In the browser tab where you are the end user, click Revert to your identity at the top.

Return to the browser tab where you assumed the end user, then click Revert identity.