Yes, Administrators can assume the identity of another agent if the other agent is assigned to either an AGENT or CUSTOM ROLE.

To assume the identity of another agent, follow these steps:

Step 1. Log in to the Cayzu helpdesk portal with an administrative account  

Step 2. Click Admin (from the left menu) 

Step 3. Click Manage Agents/Roles/Groups 

Step 4. Click Assume Identity on the Agent you want to assume his/her identity.

Step 5. To revert and go back to your account, please click on Revert Identity on the top header.

Note: In order to assume an identity of an agent, their account MUST be activated.  

Want more information on Cayzu Helpdesk, visit: https://www.cayzu.com