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Login As --Removes user's existing login

I know that Login As was intended to bounce the user out of their own CSuite login when used; however, I would ask that you reconsider this approach. From a Customer Service perspective, this is a nightmare. We most often use Login As when on the phone with a Fund Advisor (and now could be anyone with portal access), to help them troubleshoot either getting into the system or working with the system. If we then have to answer any questions that require us to be logged into CSuite ourselves, the portal user has to wait while the customer service user opens a new browser, goes through MFA and logs into CSuite. But, oh, guess what? They are now logged out of Login As.

Secondly, for any organization that uses a default browser and/or a password manager, we now have to maintain browser short cuts, password manager log in and MFA in two separate browsers! This is a lot to manage--especially when you have a customer on the phone.

We had previously had no problem proxying as a Fund Advisor and keeping our own version of CSuite open. We really need to have that ability back in the new portal, so that we are able to service our customers effectively.

The final issue with this is basic ability to validate and troubleshoot our own externally facing site. I'm trying to simply walk through the site to document updates and I can only do so without being logged into CSuite at the same time? How do we validate what is displayed vs what we see in Csuite? In the 10 minutes that I have been trying to document requirements, I have had to log into Csuite about 4 times now. This is not a good customer experience!!

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Jennifer Windram shared this idea  ·   ·  Report…  ·  Admin →
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  • Daniel Hare commented  ·   ·  Report

    Hoping this gets fixed before it goes live...

    With this problem, even setting up the portal in the sandbox or live is a real pain

  • Julie Dowell commented  ·   ·  Report

    This is a nightmare for our staff trying to help fund advisors and donors. Please go back to how it was in the old portal.

  • Lori Trenholm, DCCF commented  ·   ·  Report

    Agreed to all. In GLM and SLM, when I (admin) proxy as a user, there is an option to stop my proxy without logging out as an admin. It's a toggle. This might be a great option to implement for CSuite.

  • Lenora commented  ·   ·  Report

    Agree, this needs to be fixed before we have to roll over to the new portal. Can we get an update on timeline?

  • Jenny C commented  ·   ·  Report

    Just now working on implementing the new Portal and finding that this issue is a real pain.

  • Jennie Dawes commented  ·   ·  Report

    What is the status of this concern dating back to September? How can we possibly rollout a new Fund Advisor Portal function if we as admins can't directly assist the fund advisors by logging in to see what they see? Logging in from a separate browser also linked my login back to my admin account.

    SOS

  • Madeline Bennett commented  ·   ·  Report

    This is critical for daily use of CSuite. Please allow us to proxy as seamless as possible.

  • Angela Farnquist commented  ·   ·  Report

    Agree that this is cumbersome and hoping Foundant will find a solution. In the meantime, try logging into two separate browsers (Chrome and Edge, for example) one as you, and one to login as. Or use your main browser plus an incognito window. It's been a decent workaround for me!

  • Monica Emery commented  ·   ·  Report

    I agree with everything previously shared. Easily logging in as or proxying as a Fund Advisor (without being logged out as ourselves) is so key to our interactions.

  • adamsamuels commented  ·   ·  Report

    +1 to these comments. "Login As" in CSuite needs to function identically to "Proxy as" in SLM/GLM with clear indication in the upper corner of the current user and options to end the session without logging the staff user out of CSuite.

  • Lenora commented  ·   ·  Report

    Commenting to hopefully bump this fix. The new Login As is a nightmare!

  • Jennie Dawes commented  ·   ·  Report

    I was just about to add this to the Lab and saw this! Why suddenly can users not use the "Login As" feature?!?! How can I help a Fund Advisor on the phone if neither of us can log in to that person's account? Another solution for a problem that did not exist!

  • Julie commented  ·   ·  Report

    Yes, please let us proxy as the external portal user without logging us out of our internal view of C Suite and have the log indicate that the user was logged in as a proxy.

  • Jillian P. commented  ·   ·  Report

    Agreed with everything previously shared. Please revisit the way this was designed.

  • S.Ledford commented  ·   ·  Report

    100% agree with this. Please let us proxy as the user, then stop proxying when done. This works quite well in GLM and it did in CSuite but now it will be a pain in dealing with the customers. Thank you for consideration.

  • Andrea commented  ·   ·  Report

    So much yes! When I am running financials and trying to troublshoot financials issues, login as is SO helpful!

  • Mitchell Moravec commented  ·   ·  Report

    +!!!! to the commentary here. Absolute trouble when trying to work with clients over the phone or likewise. We need this fixed.

  • Frazelle Hampton commented  ·   ·  Report

    I agree with all statements that this needs to be reconsidered

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