Granting Zendesk temporary access to assume your account

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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Security &gt;
Advanced</span>
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<p class="p">To help troubleshoot problems, you can allow Zendesk to assume the role of an agent for a
specific amount of time. Allowing Zendesk to access your account as an agent does not affect
your license, or your available agent seats.</p>
<div class="note note">
<span class="notetitle">Note:</span> Zendesk reserves the right to assume the role of an agent in your account without prior
notice in certain situations. These include emergency situations to prevent serious harm to
you or others, or situations where we suspect that your use or access to the Services is
violating the terms of the <a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank">Zendesk Customer Agreement</a>.</div>
<p class="p">This article discusses the following topics:</p>
<div class="p">
<ul class="ul" id="topic_vn3_x3x_4cb__ul_ogb_23y_4cb">
<li class="li"><a class="xref" href="#topic_p1l_m3y_4cb">Determining when to grant access to your
account</a></li>
<li class="li"><a class="xref" href="#topic_g22_m3y_4cb">Granting access to your
account</a></li>
<li class="li"><a class="xref" href="#topic_tjz_wlc_sjb">Access to trial accounts</a></li>
</ul>
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<p class="p">Related articles:</p>
<ul class="ul" id="topic_vn3_x3x_4cb__ul_jhx_h3y_4cb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888782618-Security-best-practices" target="_blank">General security best practices</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_p1l_m3y_4cb">
<h2 class="title topictitle2" id="ariaid-title2">Determining when to grant access to your account</h2>
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<p class="p">You may want to grant access to Zendesk Support agents when you’re facing an issue that is
too complex to be understood when the agent has read-only access to your account. </p>
<p class="p">Some common examples include: </p>
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<ul class="ul" id="topic_p1l_m3y_4cb__ul_nbq_q3y_4cb">
<li class="li">
Highly-technical issues that need to be escalated through multiple levels
of support.
</li>
<li class="li">
Replication of your issue cannot be reproduced anywhere else.
</li>
<li class="li">
Visual analysis of console information is needed, and is not obtainable
via any other method.
</li>
<li class="li">
Your IP configuration is incorrect.
</li>
<li class="li">
You need test tickets created so you can test or troubleshoot issues.
</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_g22_m3y_4cb">
<h2 class="title topictitle2" id="ariaid-title3">Granting access to your account</h2>
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<p class="p">The account assumption setting is part of your security properties in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554" target="_blank">Zendesk Admin Center</a>. This setting is turned off by default and
can be turned on by Support and Chat admins. For example, if you are an agent in Support but
an administrator in Analytics, you cannot turn on this option. You can grant access to your
account for a set period of time, or indefinitely, and can turn it off at any time.
</p>
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<strong class="ph b">To grant Zendesk access to your account</strong>
<ol class="ol" id="topic_g22_m3y_4cb__ol_dlr_w3y_4cb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_g22_m3y_4cb__d8e368" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Security &gt; Advanced</strong>.</span></li>
<li class="li">On the <strong class="ph b">Account assumption</strong> tab, select <strong class="ph b">Enable account assumption</strong>.
<p class="p"><img class="image img-screenshot" id="topic_g22_m3y_4cb__image_uhz_mkk_hhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_center_security_account_assumption2.png" width="500"></p>
</li>
<li class="li">Use the <strong class="ph b">Duration</strong> drop-down menu to choose how long Zendesk can access your
account (One day, One week, One month, One year, or Indefinitely). <p class="p">Access from
Zendesk is disabled automatically after this period of time; however, you can update
the duration to extend (or reduce) access time as needed. If you select
<strong class="ph b">Indefinitely</strong>, access is granted until you manually disable this setting, or
select a new access duration.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tjz_wlc_sjb">
<h2 class="title topictitle2" id="ariaid-title4">Access to trial accounts</h2>
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<p class="p"> The <strong class="ph b">Account assumption</strong> tab in Admin Center does not show for trial accounts.
Zendesk trial accounts always have account assumption enabled. Only when the trial account
is converted into a paid account will you have the option to choose when Zendesk can assume
into your account. </p>
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