Impersonation lets account admins temporarily access another account or act as a specific user. This can help you troubleshoot issues, check configurations, or see what a user sees without needing to involve Trackunit Customer Support.
There are two ways to impersonate:
| Impersonate a sub-account account | Impersonate a user |
Use it when | You need to access and manage a sub-account | You need to see exactly what a specific user sees |
User approval needed | No | Yes |
Access as | A dedicated system user | The selected user |
Requirements
You'll need to be an Admin to impersonate. Read more about user roles here
You can only impersonate users in your own account, or accounts and users under your account in your hierarchy (sub-accounts).
You cannot impersonate accounts, or users from accounts, above your own.
Impersonate an account
Impersonate an account when you need to access an account for general administration or troubleshooting.
For example, you can use it to check account configurations without needing access as a particular user.
Go to the Administration page → Accounts.
Click on the three dots next to the sub-account you want to access.
Select Impersonate
You are immediately taken to the selected account.
Good to know about impersonating an account:
While impersonating the account, you act as a dedicated system user rather than an actual person in the account.
Your actions are recorded in the account’s audit log under this system user. Trackunit also records which admin initiated the session.
Impersonating an account does not require approval from a user in the account.
Impersonate a user
Impersonate a user when you need to troubleshoot something from a specific user’s perspective.
This lets you temporarily use Trackunit Manager with the same permissions, data access, and view as that user. This is particularly useful when a user reports an issue that you cannot reproduce from your own account.
You can access users within your own account, or users within one of your sub-accounts.
Request access to a user
Go to the Administration page → Accounts
Click on the three dots next to the account with user that you want to impersonate.
Select Impersonate
Switch to the User option.
Choose how long you need access once the access has been approved: 1 day, 1 week, or 30 days.
Enter a reason for requesting access. The user will see this reason.
Click Send request.
Note: the request remains Pending until the user responds.
If the user does not respond within 24 hours, the request expires automatically.
Good to know about impersonating a user:
User impersonation activity is recorded so both admins and users can review previous access.
Admins can go to the Administration page → Accounts, select the account, and open the Impersonation requests tab to see previous sessions and open the related audit logs. From here, admins can also cancel pending requests, end impersonation periods early, or request access again if a request has been rejected or has expired.
Users can go to Preferences → Support Access to see previous requests and sessions associated with their account, and accept/reject impersonation requests.
End an impersonation session
While impersonating, a banner remains visible at the top of Trackunit Manager to show you that you are in impersonation mode.
You can exit the session at any time to return to your own account by clicking End session in the upper right corner.
Note: Exiting the session does not end the approved access if you are impersonating a user. You can impersonate the user again until the access period expires, the user revokes access, or you end the access earlier.
💡 Tip:
Need more help?
Click on the Messenger icon in the lower left corner to get in touch with Customer Support.