Switch between users accounts to help support your team
There is a functionality in the system that allows a user to change who they are logged in as, without needing to know the username or password of the other user. This permission is intended to allow users to view and interact with the system for all intents and purposes as a different user in their organization. For example, if you are the chief admin of your instance, and someone is reporting a problem that you are not seeing, you can log in as that user to view the issue.
To give a user permission to switch user accounts, navigate to their user permissions page, and enable the Switch User Accounts permission. With the permission, the user can switch to any other user in their instance.
Note
The instance’s Chief Admin will automatically have this ability without being given the permission. Additionally, no other user with the permission will be able to switch to the Chief Admin’s account.
To use the feature, hover over your name in the upper right corner of the page. With the permission, you will see a Switch User button. Click Switch User to open a popup where you will see a list of users, each of which has the word ‘Switch’ next to their name. Click Switch to log in as that user.
The logged in user’s name will show in the upper right corner of the page now, rather than your own. You will be interacting with the site as the other user; you will have all of their permissions and abilities, and have access to their dashboard, dock, companies, call lists, etc.
When making changes as a different user, the changes will be recorded as the logged in user, not as you. For example, let’s say Alberto logs in as Paul and approves an order. The system will record that Paul approved the order, not Alberto.
Note
There are two exceptions to this rule. Any edits made to company or contact records when logged in as a different user will be recorded as the actual user who made the change. For example, if Alberto is logged in as Paul and edits a contact, the contact history will show that Alberto made the change.
Note
The system keeps an internal log of when a user was switched and who they switched to.
To switch back to your own user account, follow the same steps. Hover over the user’s name in the upper right corner of the page, and click Switch User. The user you are currently logged in as will show ‘Using As’ next to their name, and your name will show ‘Switch Back’. If you want to quickly switch back to your own account without scrolling through the list of users, you can also use the ‘Switch Back to Your Name’ button at the top of the popup.