What else the team needs.
WHAT SUPPORT FREQUENTLY LACKS
Visibility of the customer's account The ability to reproduce their view Authority to make changes Access to logs
WHAT THAT PRODUCES
Escalation for things support could resolve.
WHAT TO BUILD OR BUY
An internal view of a customer's account A way to see their recent activity and errors The ability to perform common actions
WHAT COMMON ACTIONS ARE
Resetting access Adjusting a subscription Reissuing something Clearing a stuck state
WHAT IMPERSONATION PROVIDES
Seeing exactly what the customer sees.
WHY IT IS VALUABLE
It resolves a large proportion of confusion immediately.
WHAT IT REQUIRES
Logging Restriction to those who need it Customer awareness that it is possible
WHAT TO NEVER DO
Impersonate without a record.
WHAT ELSE HELPS
Recent errors for that customer, surfaced in the ticket Their plan and limits Their history with support
WHY HISTORY MATTERS
A customer contacting for the fifth time deserves a different response.
WHAT TO AVOID
Tools with more power than the role requires.
WHAT TO AUDIT
Who used what, periodically.
