Building an Impersonation Feature Without Compromising Security
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How I solved a customer’s permission issue using an impersonation feature. Why it’s a high-risk, high-reward tool, the safeguards I use, and how granular permissions make it safer for B2B customers.
Outline
- The customer issue that sparked the idea
- Why impersonation is a powerful tool for support
- The security risks involved
- My safeguards and role limitations
- Why granular permissions matter for B2B
- Balancing usability with safety
The Issue That Sparked It
A customer reported they couldn’t perform an action in the app. On my end, everything worked fine, which made it confusing to debug. It turned out to be a permission issue that wasn’t being surfaced in the UI.
The Power of Impersonation
Because I had built an impersonation feature before, I could view the app exactly as the customer would—without them sharing their password. This saved time and avoided back-and-forth explanations.
The Security Risks
The impersonation feature is powerful but risky. You wouldn’t want unauthorized people to use it. That’s why I’ve restricted it as an admin-only feature, with the possibility for future support team use under strict controls.
Safeguards in Place
Even with access, users can’t impersonate admins. Currently, there are only three roles: Fleet Manager, Technician, and Admin (which is just me). This keeps the feature under tight control.
Why Granular Permissions Matter
Instead of creating a new role for each customer’s needs, I use atomic permissions for every action in the app. Teams or sub-teams can be assigned only the permissions they require, reflecting the actual structure of the customer’s organization.
