Impersonation
Impersonation lets you grant Tines support temporary permission to log in to your tenant as a specific user, so they can reproduce and troubleshoot an issue directly.
When to use impersonation
Use impersonation when you're working with Tines support on an issue that's hard to reproduce or describe. Rather than exchanging screenshots and steps, you can grant a Tines support engineer scoped, time-limited access to see exactly what you see. You stay in control: access is opt-in, auto-expiring, and fully audited.
Enabling impersonation
If you're working through an issue with Tines support, they might suggest impersonation to reproduce, troubleshoot, or fix the problem directly.
Impersonating yourself
Allow Tines support to impersonate your user profile by clicking your profile icon in the top right and selecting Enable impersonation.
A tenant owner may have disabled this option. If so, ask your tenant owner to enable impersonation as described in the next step.
Impersonating a specific user
As a tenant owner, open the relevant user in the user settings page, find the target user, and enable impersonation via the options menu within the user's profile.
Session duration
Once you enable impersonation of a user, it automatically disables after 24 hours. You can also disable it manually at any time.
Session authentication and auditing
To impersonate a user, Tines support authenticates through a dedicated, Tines-managed identity provider rather than your configured SSO provider.
When a Tines support member initiates an impersonation session, any action they take is recorded in the audit log.
How we secure impersonation access
We've taken several steps to keep impersonation secure and keep you in control.
Control whether users can enable impersonation
Tenant owners can disable self-serve impersonation at any time. Doing so immediately revokes all active impersonation grants — including those enabled by tenant owners — and restricts enabling impersonation to tenant owners only.
Additional impersonation safety controls
Two independent timers. An impersonation grant auto-disables after 24 hours. A Tines team member's access approval is separate and expires after two hours.
Manual disable. You can disable impersonation of a user at any time, which immediately terminates any active impersonation sessions for that user.
Reviewed access. Each access request from a Tines team member is manually reviewed by Tines before approval.
Restricted personnel and devices. Authentication for impersonation is limited to select members of our support and engineering teams and requires a managed Tines device.
Full audit trail. The audit log records every action a Tines team member takes during impersonation.
Related pages
Authentication settings — SSO and controls for allowing impersonation by users
User administration — Enable impersonation for a specific feature
Audit log — review actions taken during impersonation