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!!
Jennifer Windram
shared this idea
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Denise Landman commented
This update needs to be removed!
With the recent portal upgrade, the system now kicks users out when we “Login As” to submit grants on fundholder’s behalf, forcing us to log back in continuously. This is time consuming and inefficient.
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Laura Giacomoni
commented
This update is driving me crazy! It causes a lot of lag time and embarrassing delay when assisting donors over the phone. Very inconvenient.
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Kelsey Spickler
commented
This update is super inconvenient when trying to assist fundholders quickly! I had to log in and out of my account three times just by trying to answer one question from a fundholder. While the workarounds are good to know about, it would not provide the most accurate information if our Sandbox isn't synced.
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Daniela Rodriguez
commented
It seems nothing was fixed even though there has been very serious concerns with the updates. It is very inconvenient to have to log in every time we login as an advisor to the portal.
Like Jennifer mentioned, this does not make our customer care as effective since we can't see what our advisors are seeing.
It seems that there are always unnecessary updates that make our jobs harder and when complaints are made, they are ignored.
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Alex
commented
Please have it work like the GLM/SLM proxy - it would just save SOOOOOO much headache and time
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Samantha Skipton
commented
Piggybacking off of this post - can there be a "view only" option for staff to login as? For audit purposes, we are hesitant to allow multiple donor support staff use this feature, which is critical to their job. If we knew it was view only - we could allow more staff to use this function. Thanks so much. I made this idea it's own post - but didn't get much traction.
Also, love the sandbox idea mentioned previously.
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Jenny C
commented
Please read and vote on this proposed Idea revealing an issue with the Portal. I had a call with CSuite Support today and he agrees this is an issue, but I figure many IdeaLab votes will escalate the fix:
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Bryant Phillips
commented
I think this change is a miss on functionality. It's one thing for a CSuite admin to use these workarounds (using another browser or the sandbox) but it's another for the average staff member who uses CSuite. An officer who may be on a call with a donor should easily be able to see the fund advisor portal through their lens. They were accustomed to doing so for the legacy fund advisor portal. One concern with the sandbox workaround is that it may not be the most up to date information, depending on when the last sync occurred. We sometimes use the sandbox for testing for weeks without syncing.
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Lenora
commented
Hi all! I had a Success call at Foundant yesterday and asked about this. They gave me an idea for a helpful workaround on this that I figured I would share here!
As long as your Sandbox site is synced down, you could just proxy in as the user from the Sandbox side and still be able to see what the user sees without kicking them out. They also shared that this functionality is a security thing, as the server is seeing two different people logging on to one account and thinks someone is being hacked. Due to that security issue, it's unlikely they'll change this functionality so hopefully the Sandbox work-around helps!
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Daniel Hare
commented
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
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Julie Dowell
commented
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.
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Lori Trenholm, DCCF
commented
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.
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Lenora
commented
Agree, this needs to be fixed before we have to roll over to the new portal. Can we get an update on timeline?
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Jenny C
commented
Just now working on implementing the new Portal and finding that this issue is a real pain.
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Jennie Dawes
commented
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
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Anonymous
commented
Agree with other comments
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Madeline Bennett
commented
This is critical for daily use of CSuite. Please allow us to proxy as seamless as possible.
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Heather Fortin commented
Yes!!
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Angela Farnquist
commented
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!
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Monica Emery
commented
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.