Open an account as the customer (audit logged)

Support can open a builder's account exactly as they see it — and as a specific person in it — with the reason and the visit written to an audit record first.

What it is

Two related paths. The Impersonate action asks for a reason, writes an impersonation record, then returns the URL to open the account. The Open As split-button opens the account neutrally on click, or lists every user in it under the chevron so support can land as that person's role, which is how a 'my estimator can't see the schedule' report gets reproduced.

Also called: support login as · impersonate · see what my user sees · view as · remote support

See it
Open an account as the customer (audit logged)
Day rate
$400
Days figured
12
Crew size
3
Fuel & equipment
$300
Finished 2 days early — $1,400 back to the crew
The Open As split button with its portaled member popover listing each user and role, next to the Impersonate reason dialog. Sample data — no customer information appears here.
How it works
  1. 1Impersonate opens a branded reason dialog — 'Opens a new tab acting as this tenant. Audit-logged with your reason.'
  2. 2The route re-checks the impersonation capability, writes the impersonation log row, and only then returns a URL.
  3. 3The URL carries the account id and resolves to the account's own subdomain.
  4. 4Open As fetches the member list lazily on first use, so no extra traffic unless somebody opens the picker.
  5. 5Picking a member carries view-as parameters across hosts, because session storage is host-scoped and the panel lives on a different host from the tenant.
Why we built it

Support cannot reproduce a permissions bug from the outside — the report is always 'my worker can't see X', and the only way to confirm the fix is to be that worker. Making it possible without making it invisible is the whole design: the button is literally labelled 'Impersonate (audit logged)', the reason is captured before entry, and every screen viewed afterwards is recorded by the page-view beacon.

The problem
  • Role-specific bugs were undiagnosable from an admin view.
  • Entering a customer account left no reason or record.
  • Cross-host impersonation state could not be handed from the panel to the tenant app.
Sound familiar?
What you get
A permissions complaint gets reproduced in one click instead of a screen-share.
Every entry into your account is on the record with a stated reason.
Support can land as the exact person who reported the problem.

See it on your own jobs

Twenty minutes, your numbers, no slide deck. We’ll build one of your real buildings in front of you and send you the estimate link at the end — yours to keep either way.

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