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By assuming the identity of an agent, administrators can preview the helpdesk in the agent’s view. By doing so, they can validate if the right roles, configurations, and permissions have been associated with that particular agent’s profile.

Assuming identity can also come in handy in the absence of an agent. Let’s assume an agent is handling a customer problem, and that particular customer refuses to speak to a new person. In cases like these, one of the admins can assume the agent’s identity and ensure a seamless experience for the customer, without making them feel uncomfortable about talking to a new person.

Resources

Assuming agent identity in Freshdesk