How to Impersonate a Contact in BoldDesk
BoldDesk allows authorized agents to impersonate a verified contact and access the Customer Portal as that contact. Contact impersonation can help agents reproduce portal-related issues and verify the tickets and information available to the contact.
This article explains how to impersonate a verified contact in BoldDesk.
Watch the following video for additional guidance:
Prerequisites
Before impersonating a contact, ensure that:
- The contact is verified.
- Your assigned role has the Impersonate contact permission under the Contacts module.
- You have selected the correct brand and Customer Portal URL.
- You are authorized to access the contact’s Customer Portal account for troubleshooting purposes.
Contact impersonation provides access to the Customer Portal as the selected contact. Use this feature only for authorized troubleshooting and follow your organization’s privacy, security, and data-access policies.
Enable the Impersonate Contact Permission
An administrator must enable the Impersonate contact permission for the applicable agent role.
To enable the permission:
-
Go to Admin > Agents > Roles and Permissions.
-
Create a role or edit the applicable role.
-
Select the Contacts module.
-
Enable View contact.
-
Enable Impersonate contact.
-
Save the role configuration.
-
Confirm that the role is assigned to the applicable agent.
Impersonate a Verified Contact
To impersonate a verified contact:
-
Go to Contacts > Contacts.
-
Select the Verified Contacts view.
-
Locate and open the required contact.
-
Click Impersonate.
.
Only verified contacts can be impersonated. If the contact is unverified, verify the contact before attempting to impersonate the account.
Troubleshooting
The Contact Is Not Listed Under Verified Contacts
The contact may not be verified.
Verify the contact account, and then review the Verified Contacts view again.
Frequently Asked Questions
-
What is contact impersonation in BoldDesk?
Contact impersonation allows an authorized agent to access the Customer Portal as a selected verified contact. -
Why would an agent impersonate a contact?
An agent can impersonate a contact to reproduce Customer Portal issues and verify the tickets or information available to that contact. -
Which permission is required to impersonate a contact?
The assigned role must have the Impersonate contact permission under the Contacts module. -
Can an unverified contact be impersonated?
No. Only verified contacts can be impersonated.
