[jsjohnst]

> Why do employees even have access to tools that allow them to take over accounts?

It’s commonly done for customer service purposes at many companies and is heavily audit trailed and access controlled (if the company is doing it right).

[saagarjha]

Guess they didn't do it right here…

[jsjohnst]

I’ve seen nothing so far to indicate they didn’t have heavy audit logging and access control. They just had an employee who knowingly or unknowingly violated company policy.