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Is there a way for an Agent to see how a ticket looks to the customer?
(This would boost confidence in Agents--and management--with respect to the use of private notes and third-party forwards.)
Hi PaulOnce a Ticket has been submitted, you can click on the USERs CONTACT and select the Assume Identity option, which will allow you to see the Customer Portal as a Customer.Screenshot attached.
No, this doesn't close the session for the user whose identity is being assumed. He can continue to use your support portal while you're assuming his/her identity.
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