How to Enable Support Access for Your CRM Account

What Is Support Access?

Support Access is a security feature that allows you to grant temporary, controlled access to your CRM account for authorized support personnel. This enables them to assist with troubleshooting or resolving issues while ensuring you maintain oversight and can revoke access at any time.

Key Benefits

Support Access offers several advantages:

• User-Controlled Activation: You decide when and for how long support can access your account.
• Time-Limited Access: Set an expiration date to prevent indefinite access.
• Flexibility: Extend access if more time is needed for resolution.
• Immediate Revocation: End access instantly once support is complete.
• Transparency: View active access status and expiration details.
• Compliance-Friendly: Helps meet internal security and audit requirements.

When to Use Support Access

Enable Support Access when you are actively working with CRM support and need their team to investigate issues directly in your account. Common scenarios include troubleshooting configuration problems, diagnosing unexpected behavior, or verifying reported issues.

How to Enable Support Access

Follow these steps to activate Support Access:

1. Navigate to your agency view in the CRM.
2. Click on Settings in the left menu.
3. Select Company.
4. Open the Advanced Settings tab.
5. Scroll to the Support Access section.
6. Choose an expiration date for access.
7. Save your settings to enable access.

Managing Support Access

Extending Access

If troubleshooting requires more time, you can extend Support Access:

1. Go to Agency View → Settings → Company → Advanced Settings.
2. Scroll to Support Access.
3. Click Extend access.
4. Select a new expiration date.
5. Confirm and save.

Revoking Access

To immediately end Support Access:

1. Go to Agency View → Settings → Company → Advanced Settings.
2. Scroll to Support Access.
3. Click Revoke access.
4. Confirm the action in the warning dialog.

Note: Revoking access terminates any active support sessions immediately.

Security and Visibility

Support Access is designed with security in mind. It requires explicit approval from your account, provides clear visibility into access status, and supports compliance with data protection standards. For full audit trails, use your CRM’s built-in logging features where available.