Answered

View a ticket as the customer sees it?

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.)


Best Answer

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.png
(137 KB)

Answer

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.png
(137 KB)

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