Assume identity
If an agent is having issues which is different from other agents, you can mimic their session to see what they see. This is known as Assuming their identity
You cannot assume the identity of any user that is a CTM Team Leader, only CTM Agents.
Click on the Admin tab, then Agents
Find the
agent that you want to and click on their name.
Click on the Assume Identity
You will now see the Freshdesk as the agent sees it and will see a banner at the top of each screen stating that you are viewing that Agent. When you have finished your testing, click on the Revert Identity to go back to your view