<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p data-pasted="true"><strong>- How to impersonate agents and users</strong></p><p data-pasted="true"><strong>- Multi-Tenancy Portal Section when impersonating Users</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">How to impersonate agents and users</span></strong></p><p id="isPasted">Agent and user impersonation can be enabled in advanced settings:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiNWQxZjI3LTY1YTktNGYxZi04NTk0LTI0Njk4OWNmNmRiNiJ9.LwFPI_J4ByPPm_gc7xohPOUUmEQDERbQ4XIVphqqeKc" class="fr-fic fr-fil fr-dib" width="550" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 1. Allow user/agent impersonation</span></strong></p><p><br></p><p>This will add a button to the agent and user details screens to allow admins to impersonate them by temporarily logging in as them, allowing the admin to check they have the correct permissions. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5Mjc5ODhhLTRjY2MtNGYyYS1hNjk4LTc5NjA0YzRiZTg3MiJ9.tDXpFhdCZimrvv84nCgJreEuoIdxUS5J_SiptSCpDyA" class="fr-fic fr-fil fr-dib" width="804" style="width: 806px; height: 296.899px;" height="297"></p><p><strong><span style="font-size: 10pt;">Fig 2. Impersonate Agent button</span></strong></p><p><br></p><p>A banner and a button will be displayed at the top of the screen to allow the admin to switch back to their account.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhYTY1ZDNlLWRkMTUtNDY3Yi05Y2NjLTdiZWI0NGM1MjRiNyJ9.7-AfTakzAuu3YgGLfJVR6KYSfRRroM7AVs3v5XQiJag" class="fr-fic fr-fil fr-dib" width="1259" style="width: 1261px; height: 199.259px;" height="199"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Banner to switch back to account</span></strong></p><p><br></p><p><em><strong>Note: </strong></em><strong><em>When logging into the portal, you can use your credentials, this will still log you in to the account of the user being impersonated</em></strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Multi-Tenancy Portal Section when impersonating Users</span></strong></p><p>If using Multi-Tenancy you can choose which Portal to view when impersonating a User. To do this head to Configuration > Advanced Settings, and enable "Allow portal selection when impersonating a User". With this setting enabled, a popup will show when impersonating a User allowing you to select which portal to view.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4YjU1MzgwLTAxNGQtNDUyYS1iNGJiLWQ1N2FhMWMzYTIyYiJ9.ByhYbuh38KptdSsayunyWy8R-4my3q9ENJGdxqM0z5U" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 504.219px;" height="504"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Selecting an organisation portal </span></strong></p>
