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View a ticket as the customer sees it?

  • August 15, 2013
  • 2 replies
  • 78 views
P
Apprentice

Is there a way for an Agent to see how a ticket looks to the customer?


(This would boost confidence in Agents--and management--with respect to the use of private notes and third-party forwards.)

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    2 replies

    V
    Contributor
    • vijay.shankar
    • Contributor
    • August 19, 2013

    Hi Paul

    Once a Ticket has been submitted, you can click on the USERs CONTACT and select the Assume Identity option, which will allow you to see the Customer Portal as a Customer.

    Screenshot attached.


    regards

    Vijay

    assume_12754.png
    S
    Contributor

    Hi Mathias,


    No, this doesn't close the session for the user whose identity is being assumed. He can continue to use your support portal while you're assuming his/her identity.


    Thanks,

    Shankar

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