EF Helpdesk

Use Everflow's impersonation feature to provide better Partner support by experiencing their exact view of the platform, troubleshooting issues efficiently, and understanding their day-to-day interactions with your program and Everflow as a whole.

Overview

When your Partners need help, being able to see exactly what they see is invaluable. The impersonation feature lets you step into your Partner's shoes, viewing the platform from their perspective.

This helps you provide faster, more accurate support and proactively identify potential issues.

Accessing Impersonation Mode

Quick Access

Navigate to Partners - Manage

Find the Partner row

Click the vertical dots

on the right

Select Impersonate

User Selection

Go to Partners - Manage

Click the Partner's name

Select the "Users" tab

Find specific user

Click the vertical dots

on the right

Choose Impersonate (the last option on the menu)

If there is no Partner user associated with the Partner, impersonation is not available.

What You Can Do While Impersonating

View and Verify

Dashboard layout
Available Offers
Tracking Links
Performance reports
Notification settings

Test Functionality

Link generation
Report access
Offer applications
Document access

Real-Life Support Scenarios

Scenario 1: Missing Offer Access

Problem: Partner can't find an offer

Support Process:

Impersonate Partner

Check Offer visibility settings

Document required steps

Guide Partner through application

Resolution:

Identified visibility setting mismatch

Provided step-by-step guide

Scenario 2: Tracking Link Issues

Problem: Partner's links not generating

Support Process:

Impersonate Partner account

Attempt link generation

Check all required fields

Verify Offer settings such as Terms & Conditions or Offer application (make sure your Partner have accepted your T&C if you have those or have applied to run an Offer if it's not public)

Test different parameters

Resolution:

Verify the Partner has proper approval to access the specific Offer they're trying to use.

Check all parameter settings to ensure they're configured correctly for link generation.

Test the link generation process yourself while impersonating to identify any technical issues.

Document the correct step-by-step process for successful link creation.

Share the detailed solution with your Partner, including screenshots if helpful.

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Next in This Series

Partner Communication Tools

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