Use case: A client says something looks wrong in their portal, or you want to check that a new service or permission shows up the way you set it. Impersonation logs you in as that client, so you see exactly what they see without asking for screenshots or their password.
Who can impersonate clients
Portal admins and admins can impersonate any client.
Team members can impersonate clients when Access all clients is on, or, with Access managed clients, the clients of organizations where they are the account manager. You set both in Settings > Modules and extensions > Users, in the team members' Users section.
How to impersonate a client
Go to Users > Clients.
Click the three dots at the end of the client's row and select Impersonate.
The portal reloads as the client. Their name in the profile area at the bottom left turns red, so you always know you are impersonating.
You can also select Impersonate from the three dots next to a member on the organization's Members tab.
Good to know: anything you do while impersonating, such as submitting a request or posting a comment, is saved as the client.
How to leave impersonation
Click the three dots in the red profile area at the bottom left.
Select Leave impersonation. You are back in your own account.
Tips
To preview the portal without touching a real client's account, impersonate the built-in test client, John Doe (ACME Corp.). See How to create a test client account to demo the client journey.
On a new portal, the See your client portal step of the getting started checklist has a View as a client button. It opens the portal as the test client.
Portal admins and admins can also impersonate team members from Users > Team, except the portal admin.