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Assuming Customer Identity

Related products:Freshdesk
  • April 17, 2015
  • 10 replies
  • 273 views
P
Contributor

Is there a reason that "Assume Identity" is locked to administrative functions?


As a standard rule, in order to be able to delete or edit another agent's profile, an Agent needs to at least be an operational admin, with the ability to manage agents. This is also the minimum requirement for an agent to be able to assume the identity of an other. But as a check, to make sure that any of the admins doesn't get to affect the top-level structure of your support, an agent can not assume the identity of another agent who has admin controls. 


It would be awesome if that could NOT be tied to managing an agent.  We share our screen with customers to go through a comprehensive ticket review on a monthly basis or are on site with customers to go through their tickets. When we log in, we see all the private comments and this is obviously not perferred.  In order to get around this, I've had to give them all administrative access so that they can log in as a customer, but this is not ideal as they can now create new agents, etc.


Philippe

10 replies

D
Contributor
  • dloew
  • Contributor
  • May 14, 2015

Agreed - "Assume Identity" access should be tied to the Supervisor role at a minimum and possibly the Agent role under "Roles and Scope".  This will allow our agents to see what the customer sees when logging into the portal.

K
Community Debut
  • kchancellor
  • Community Debut
  • August 3, 2016

I also agree that this would be very useful at Supervisor level for many of the same reasons cited above.

S
Contributor

Hello all,


Agents can always switch to the Customer portal and see what customers will see. I'm attaching a screenshot for this functionality. 


Hope that helps.

Sudha

D
Contributor
  • dloew
  • Contributor
  • October 4, 2016
This isn't what we are looking for.  We want non-Admins to be able to access the portal using the Assume Identity feature that is available to admins

 


S
Contributor

Hello Damion,


The functionality you are asking for would unfortunately be a security breach scenario. It would mean that normal users can click a button and become Admins. Unfortunately, we would not want to build that as a feature in our product.


However, if you could detail your use case a bit more, then I might be able to help you better.


Thanks,

Sudha

K
Community Debut
  • kchancellor
  • Community Debut
  • October 6, 2016

Sudha,


As I am looking for the same functionality as Damion, I can explain what I am looking for.  As a manager of a department when a customer reports issues with case visibility or other portal issues, it requires my time away from management and other duties to research.  It would be highly beneficial if my representatives have access to the same tools I do with respect to customer portal views and access for customer assistance, customer training and troubleshooting purposes.  


S
Contributor

Hello Kurtis,


Wondering if you can comment on whether your representatives are agents or not? Also, is there a limited amount of time they get access to the Assume Identity privilege or is it permanent? How often does this happen in your organization? 


I re-read the original scenario laid out by Philippe and it seems like the use case laid out there would be an valid scenario - I'll put it on our backlog. 


Keep writing in your feedback!


Thanks,

Sudha


A
Community Debut
  • allan
  • Community Debut
  • March 14, 2017

Hi, this is an important usecase for us too.


We need our agents to be able to make forum post on behalf of our customers, especially if they are posting about enhacement request for them

A
Community Debut
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  • andrew.blobaum
  • Community Debut
  • February 16, 2018

This use case may be simpler than you are making it.  Breaking out the "Assume Identity" functionality into a Role based section, where an Agent level user could be enabled to assume identity of a contact would go right here:

image


Adding a checkbox to allow an Agent-level user to "Assume Identity" of a contact is appropriate, and should not be confined to the "Manage Agents" functionality in the administrator tab.



N
Community Debut
  • nshlaes
  • Community Debut
  • November 2, 2018

The ability to assume customer identity would be very useful to my agents as well, but I do not want to give them admin rights.  The use case is as follows:


  • My agents each serve multiple companies, and don't want to show the tickets or knowledge base content of one company.
  • Each customer is assigned a company.
  • Agents conduct periodic review with clients of the status of tickets.  Right now, they're doing so by opening their agent view and filtering tickets.  This is not good because it shows comments on tickets (risky) and because the screen looks very different (confusing to clients, and makes them ask "why can't I see all that stuff.)  
  • Creating one dummy user per client for these purposes presents an unacceptable security risk.
  • Using the Customer View reverts to the agent view under Mint when looking at tickets - and isn't company-specific.

My preference is that they show the same view that the clients have, ideally the view you'd get when assuming identity.  A "read only" version of the assumed identity would be sufficient.  But I don't want to give the agents the required admin rights to do it, because a) security risk, and b) I can't assume their identify for train-the-agent when that happens.

Can you possibly break out the Assume Identity from other security features?  And maybe make it read-only?  This would get me what I need.  Or 


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