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Contact & Service Agent Impersonation

Niamh Ferns Updated by Niamh Ferns

Contact & Service Agent Impersonation

While setting up a new client with DeskDirector, one of the biggest questions you may have is "What is this going to look like for this client?" To avoid the need for password sharing and resetting passwords for end users, we've made impersonation a core feature in DeskDirector.

Impersonating Contacts

To impersonate a contact:

  1. Log in to your Admin Portal, then head to Client Portal > Contacts
  2. Select a contact and open the Profile tab
  3. Click the 3 dots to open more options and select Impersonate

Impersonating Service Agents

To impersonate a Service Agent:

  1. Log in to your Admin Portal, then head to TECH Portal > Agents
  2. Select a Service Agent and open the Profile tab
  3. Click the 3 dots to open more options and select Impersonate

When to Impersonate a User?

There are several use cases for impersonation. One example is when you are about to give a new client access to DeskDirector. You use impersonation to check what those users will experience:

  • Making sure that VIPs will log tickets into the VIP priority
  • Making sure you're happy with the portal types that will be available for contacts
  • Making sure access to invoices and recommendations has been given to the correct contacts
  • Making sure approvers have access to the approvals section
  • Making sure the chat button will appear to the correct contacts (must have web chat enabled)
  • Making sure feature options are available as desired

How did we do?

Desktop Portal - Common Issues

Approvals - Common Issues

Contact