Ability for the agency owner to jump into an agent's account
Stephen DelVecchio
As an agency owner this is crucial to be able to setup the agency level items, such as T&C as well as configure the settings when moving from another CRM to ensure trips in progress work seamless. Importing current and archived trips into Tern has to be done manually when the old CRM doesn't have the ability to export trip information.
Another scenario would be when an agent leaves unexpectedly, the agency owner needs to the ability to go in as the agent and reassign all contacts, trips, groups, and such to another agent.
This should all be an audit event though, so when an agency owner logins in and makes a change that if recorded so both the agency owner and the agent have a record of what was done and by whom.
Becky Schulze
THIS! But not only is it important to be able to access employee's information but it's also important to be able to put agency level templates, requirements and terms in place without having to rebuild it each time for each employee.
Leslie Jantz
This is so important. Right now I have to log out as me, back in as her, and then back in as me. If I don't know the sub's password I wouldn't be able to access her trips.
Stephen DelVecchio
Leslie Jantz You can access your sub's trips currently as an agency owner or admin by going to your trips and then selecting Shared with me. All trips are automatically shared with you as the owner or admin, but there are still some aspects that are not visible in this manner such as in the settings, we can't set up the agency information (i.e. T&C, Branding, Logo, etc.) and what would make this super helpful is being able to see everything as the Sub does to not only setup these items as them, but to also troubleshoot and guide them when needed.
Leslie Jantz
Stephen DelVecchio Thank you for letting me know. I did see I could go to the Shared with Me and see sub's trips but there are certain things we are unable to view. The last time I tried this, I was unable to see notes, and authorizations (if memory serves me correctly) so I just resorted to logging in as the sub to view everything. It would be incredibly helpful to be able to view everything as the agency owner to assist subs.
Stephen DelVecchio
Leslie Jantz Yes, there are certain things that can't be viewed. I've brought this up multiple times with the Tern team and sent over some details to Emily on how it should work (Similar to how it does in Travel Joy, where the owner/admin has a drop-down and can just select an agent's name to be logged in as them). Impersonation is very useful from an agency owner's perspective,.
I also mentioned that if while impersonating another user there should be a full audit log for changes, so if there is an admin or VA working on behalf of the owner and changes are made to another agent's account and there is an error it can be traced back and corrected.