Impersonate a customer safely
Enter the customer's view for support troubleshooting, then return explicitly to the administrator account.
Where Customers → customer → Impersonate
What this is for
- See exactly what the customer can access.
- Reproduce permission and navigation issues.
- Return safely to the administrator context.
Before you start
- Have an authorised support reason and confirm the customer organisation and owner.
- Know exactly what you need to inspect or reproduce before entering their account.
Take care
Actions taken while impersonating affect the customer's account and may appear as support activity. Use only for an authorised purpose.
Steps
-
1
Confirm the support request, customer organisation and authorisation to access the account.
-
2
Open the customer and select Impersonate.
-
3
Check the banner that identifies the organisation and owner being impersonated.
-
4
Reproduce the issue and make only the changes authorised for the support case.
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5
Record relevant evidence without exposing passwords, tokens or personal data.
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6
Select Return to admin as soon as the customer-context work is complete.
Check it worked
- The impersonation banner names the intended customer throughout the support check.
- Return to admin removes the banner and restores the administrator navigation before you continue other work.
What the controls do
| Control | What it means |
|---|---|
| Impersonate | Switches the active session into the selected customer context. |
| Impersonation banner | Shows that the current view and actions belong to a customer. |
| Return to admin | Ends impersonation and restores the administrator context. |