Last updated: 2021-06-17

Source: https://support.freshdesk.com/support/solutions/articles/224634-assuming-identities

Assuming identities

Assuming Identities

You can assume the identity of an agent to preview the helpdesk in the agent's view or respond to tickets in the absence of that agent. Assuming the identity of an agent will also let you crosscheck if the correct role and ticket scope have been associated with that agent's profile.

Note: Identities of agents who have Account Administrator/Administrator/Supervisor privileges cannot be assumed irrespective of your role.

Guide to Assuming Identities: Agents

  • Login to your support portal as an Administrator
  • Click on the Admin icon from the left panel and go to Agents
  • Find the Agent whose identity you want to assume. Click on his name. In the new screen, you’ll notice a series of buttons right next to the agent’s name. If the agent does not have the access to the Admin tab, ‘Assume identity’ is the first button you should see. If you cannot see it, it means the agent can access the Admin tab.

    • Guide to Assuming Identities: Customers

  • Login to your support portalTe
  • Click on the Customers tab from the left panel.
  • In the list of contacts, find the customer whose identity you want to assume. Click on their name, and then click on the Assume Identity button.

    • Note: Only agents who have access to the Agents icon under the Admin tab will be able to assume the identity of the contact.

    • Assuming Identities

    You can assume the identity of an agent to preview the helpdesk in the agent's view or respond to tickets in the absence of that agent. Assuming the identity of an agent will also let you crosscheck if the correct role and ticket scope have been associated with that agent's profile.

    Note: Identities of agents who have Account Administrator/Administrator/Supervisor privileges cannot be assumed irrespective of your role.

    Guide to Assuming Identities: Agents

  • Login to your support portal as an Administrator
  • Go to Admin \> Team > Agents
  • Find the Agent whose identity you want to assume. Click on his name. In the new screen, you’ll notice a series of buttons right next to the agent’s name. If the agent does not have the access to the Admin tab, ‘Assume identity’ is the first button you should see. If you cannot see it, it means the agent can access the Admin tab.

    • Note: You can also Assume the identity of an agent from the Profile setting on the top right corner. Click on the Profile picture icon > Switch Agent drop-down, the list of all the agents who do not have the access to the Admin tab will be available.

    Guide to Assuming Identities: Customers

  • Login to your support portal
  • Go to the Customers tab.
  • In the list of contacts, find the customer whose identity you want to assume. Clicking on their name, you’ll notice a series of buttons at the top of that page. Assume Identity would be the first button.

    • Note: Only the agents who have the access to the Agents icon under the Admin tab will be able to Assume the identity of the contact.