Safety model
Impersonation is explicitly scoped and logged with actor, target user, and workspace references.
Termination is idempotent and always writes audit + security events for traceability.
Support ticket handling, impersonation safety rails, and handoff logging with audit/security streams.
supportimpersonationaudit
Back to docsBefore you start
Principal with support impersonation permission.
Visibility into target workspace and support ticket context.
Execution steps
Step 1
Filter support queue by ownership, status, and search scope.
Step 2
Open or update ticket workflow with ownership and handoff notes.
Step 3
Start impersonation with explicit reason and optional ticket binding.
Step 4
End impersonation and record close reason for audit history.
Context and safeguards
Queue hygiene
Preset favorites and timeline depth controls help operators focus on active queues without losing handoff context.
Support data remains reviewable in admin surfaces for post-incident analysis.