Hello,

I would really like the Zoho Desk administrator to be able to take over agent accounts: they should be able to log on as a particular agent. That would allow the admin to completely pre-configure agent accounts: settings like starred views, selected columns for views, snippets, etc. All of that is personal only so each agent can pick different settings, which is not what we want.

Currently the admin can only grant access to an agent but there is no control on what the agent first sees when logging in. We need all agents to have the exact same environment. This simplifies team communication and helps getting new agents up to speed.

Right now we can only do this by sharing the agent password with the admin. And by not enabling Multi-Factor Authentication, which is of course undesirable.

I think this is essential to manage teams of agents. Is there anything on the road map?

Thanks,

Arno