Agent impersonation allows an authorized administrator to sign in to BoldDesk as a specific agent. Use agent impersonation to reproduce issues reported by an agent, confirm the agent’s access level, and troubleshoot UI behavior from the agent’s perspective.

When agent impersonation starts:

• BoldDesk displays an impersonation notification banner indicating the selected agent is being impersonated.
• The impersonation activity is recorded in audit logs.

Watch the following video for more information:

Prerequisites

• To impersonate an agent, the administrator’s role must include the Manage agents permission.
• The target agent account must meet all of the following conditions:
  • Verified agent account
  • Active agent account
  • The agent does not have permissions related to the Admin module

Impersonate an Agent

To impersonate an agent:

1. Go to Admin > Users and Permissions > Agents.
2. Locate and open the profile of the agent you want to impersonate.
3. Click Impersonate.

After impersonation begins, BoldDesk displays a notification banner at the top of the page indicating that you are impersonating the selected agent.

Remove Agent Impersonation

After completing the troubleshooting process, stop the impersonation session to return to your own account.

To stop impersonating the agent:

1. Locate the impersonation notification banner at the top of the page.

2. Click Remove Impersonation.

   

Troubleshooting

Unable to See the Impersonate Button

Possible Causes:

• Your role does not include the Manage Agents permission.
• The target user has Admin module permissions.

Resolution:

• Verify that your administrator role has the required permission.
• Confirm that the target agent does not have Admin-level access.

Unable to Impersonate an Agent

Possible Causes:

• The agent account is not verified.
• The agent account is inactive.

Resolution:

• Verify the agent account status.
• Activate and verify the account before attempting impersonation again.

Impersonation Banner Is Not Displayed

Possible Cause:
The impersonation session was not initiated successfully.

Resolution:

• Refresh the page and retry the impersonation process.
• Check Audit Logs to verify whether the impersonation action was recorded.

Frequently Asked Questions

1. What is agent impersonation in BoldDesk?
   Agent impersonation allows an authorized administrator to access BoldDesk as another agent for troubleshooting purposes.

2. Can an unverified agent be impersonated?
   No. The agent account must be verified before it can be impersonated.

3. How can I identify an active impersonation session?
   BoldDesk displays a notification banner at the top of the page indicating that an agent is being impersonated.

4. How do I stop impersonating an agent?
   Click Remove Impersonation in the notification banner displayed at the top of the page.

5. Is agent impersonation recorded in BoldDesk?
   Yes. BoldDesk records agent impersonation in the audit logs.