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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.)

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

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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