How to let support agents act as a user without losing the audit trail
Blog post from WorkOS
Delegated support sessions allow authorized staff to temporarily act as customers to reproduce issues while preserving both the customer’s identity and the support agent’s identity in tokens, session records, and audit trails. Auth0’s Session Delegation and WorkOS AuthKit’s impersonation features illustrate this approach through short-lived, scoped sessions that avoid shared credentials, record a required reason for access, support organization selection, and provide distinct login or session events. Effective implementations restrict who can initiate impersonation, limit exposure to sensitive data, visibly indicate when an agent is acting as another user, automatically expire or explicitly revoke sessions, and log each in-application action with the agent, affected user, reason, and session identifier. Centralized audit logs, schema validation, idempotent event delivery, and SIEM integrations help customers review support access within their own security systems. The same actor-and-target audit model can also cover AI-agent delegation, enabling organizations to answer who accessed an account, when, and why through reliable records rather than informal investigation.
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