The ticket that just says "it doesn't work"
One user, one company, one screenshot of half a screen, and a sentence that says it does not work. Everyone knows this ticket.
The old options were all poor. Ask for their password. Book a screen share for Thursday. Guess, and ask them to try again.
See what they see
Login As puts you inside the running instance as that user. Their menus, their access rights, their broken screen. No password handed over, no credentials in an email, no SSH.
It only takes a few seconds, so you can do it while you're reading the ticket instead of booking a call.
A good share of these tickets end there. The record was in another company, a filter was still applied, a right was never granted.
When it is not the user
Logs stream live. Filter by source, narrow to the ten minutes around the complaint, search for the text they quoted. These are the same lines you would read on your own server, without asking anyone to send them to you.
Health tells you whether the instance was struggling at the time: uptime and response time over a window you choose, with CPU and memory alongside. Jobs shows what the platform itself was doing on that instance, which is what explains a certain kind of "it was slow at four".
Who can use it
Login As needs User or Admin rights on the project. A Viewer can see the users but can't log in as them.
Project Admins decide who gets which role, so you choose who on your team, or anyone you bring in from outside, can use it. Remove someone from the project and their Login As goes with it.
Every Login As is written to the audit log with who did it and when.