Overview

The Remote Support tab allows users to access the customer organization to provide support and help in troubleshooting. This feature allows for 2 types of support:

1. Managing Customer Accounts Themselves: Partners directly manage their customers' accounts.
2. Remote Login to Customer Accounts: Partners remotely login to customer accounts to perform support functions.

The new field of Managed by helps to differentiate between these two types of support. 

• Service Provider: When remotely logging in, the service provider will login as owner role.
• Customer: The service provider will remotely login as super_admin. Approval from the customer is required to access.

For Service Provider

Users can access by logging in to support the organization by following these steps:

• Go to Admin Portal
• Choose Support Hub
• Choose Remote Support tab
• Search for an organization by putting in any of the below in the search box
  • Org UUID or Name
  • Customer Reference
  • Number
• Click on Login to support
• You are navigated to the remote support view.

For Customer

To login to the organization, user has to request for Remote Support access and got approval from the organization owner. The organization owner has the ability to override the requested access duration. Once the access duration expires, the user will no longer be able to login remotely. Other users can use that active session to Login to support.

Follow these steps to request access to support the organization:

• Go to Admin Portal
• Choose Support Hub 
• Choose Remote Support tab
• Search for an organization by putting in any of the below in the search box
  • Org UUID or Name
  • Customer Reference
  • Number
• Click on Request Access
• Select Duration
• Input Note for approver (optional)
• Click Submit

The owner of the organization will receive an email notifying about the request access.

To approve / reject / revoke Remote Support request, follow these steps

• Go to Manage Organization
• Choose Remote Support tab
• Click on Approve / Reject / Revoke the request access