Impersonate Users in 11.0?

Impersonation is not allowed when using Windows Auth, this holds true for all versions. That does definitely cut down on ease of troubleshooting, but potentially in an internal community you may be able to work with the user more directly for troubleshooting vs an external community? 

Ok. And for large internal communities that are very geographically dispersed, it would still be nice to have this functionality. Granted we are able to reach out in different ways, but there's still a lot of scenarios where I need to be able to see their screen.

I could definitely see that and I don't have all the details as to why. I'd recommend posting an idea if it's something you'd like to see changed, we do try to evaluate and prioritize feedback from our users.

I could definitely see that and I don't have all the details as to why. I'd recommend posting an idea if it's something you'd like to see changed, we do try to evaluate and prioritize feedback from our users.