Hey folks,

I’ve come across this scenario a couple of times now, and wanted to put it forward as an idea.

When support/TAM etc log into our tenant it’s done through impersonation; however, the impersonation isn’t just at a permission level, it is at the user level.  The issue this creates is that there is no way as an admin to tell if a user has taken an action/run a rule etc, or if it’s been support.

My suggestion is to create a system that allows gainsight admins to see that actions (such as running a rule, creating a report etc) has been done by tech support; this could either be achieved by a dev solution, or allowing accounts to create a support-only licensed user without using a seat from our license count.

Thanks!