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Stuart
Stuart
Helper ⭐️⭐️
April 6, 2023

CS: Address Support Access via User Impersonation (Dedicated Support Users)

  • April 6, 2023
  • 1 reply
  • 27 views

Hi folks,

 

Currently, Gainsight support access a tenant via a user impersonation workflow.  Whilst this can be helpful in certain scenarios it’s less than ideal from an action logging perspective; who changed a rule, who took what action.  The same is true for any COM/TAM assisting with buildouts.

 

Previously we’ve been told that it isn’t possible to implement separate logins for support if SSO is enabled, however surely there has to be a better solution than Gainsight employees piggybacking user credentials?

 

Do any admins currently implement separate logins for support/COM/TAM?

Does Gainsight have this on their roadmap to address?

 

Thanks!

    1 reply

    alizee
    alizee
    VIP ⭐️⭐️⭐️⭐️⭐️
    June 20, 2023

    We do have a login for our TAM and we have SSO enabled. But we don’t have a login for Support. 

    However, this impersonation which I’ve only just realized to be a thing needs to come to a halt. We cannot have rules created in our names, nor can we have filters leftover that cause some chaos.

    The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
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