Support cannot see your workspace unless you allow it. When a problem is easier to show than describe, you can let support look at the workspace a ticket is about — read-only, for seven days. This article shows how to allow it, how to see what was looked at, and how to withdraw it.

Who can do this

Anyone who can see the ticket — the person who raised it, and the company's owner and admins. It applies to tickets raised from inside a workspace; the ticket's Support access box names the workspace.

Steps

Allow it when you raise a ticket

  1. On New ticket, tick Allow support to view this workspace — "Support can open Consulace read-only for seven days, then access ends by itself. Every view is logged and shown on the ticket. Connection secrets stay hidden from everyone, support included."
  2. Fill in the rest of the ticket and select Send ticket.

Allow it on a ticket that is already open

  1. Open the ticket.
  2. In the Support access box on the right — "Support cannot open Consulace. Allowing it lets them view it read-only for seven days; every view is logged here." — select Allow support to view it.
  3. A toast says Support access allowed — "For seven days, read-only. Every view shows here."

See what support looked at

  1. Open the ticket.
  2. The Support access box says Active until 9 Oct, 14:22, then how often it was used — "Not viewed yet.", "Viewed once, today at 11:05." or "Viewed 4 times, most recently yesterday at 17:40."
  3. In the conversation, each view shows as a line such as "Viewed by Meera Shah from support · Today, 11:05", in order with the messages.

Withdraw it

  1. Open the ticket.
  2. In the Support access box, select Withdraw access now.
  3. A toast says Support access withdrawn — "Support can no longer open the workspace." The conversation records "Support access withdrawn by Rohan Mehta".

What happens next

  • Support can open the workspace's workflows, connections and runs, read-only, from the ticket. Their screen carries a bar naming your company and workspace, saying it is read-only, that every page is logged on the ticket, and when access ends.
  • Access ends by itself after seven days. Allowing it again starts a fresh seven days.
  • The conversation records who allowed it: "Rohan allowed support to view this workspace · ends 9 Oct, 14:22".
  • The "We have your ticket" email reminds you: "You allowed support to view this workspace for seven days. You can withdraw that on the ticket at any time."

Good to know

  • Read-only. Support cannot change, run, publish or delete anything while viewing.
  • Connection passwords and keys are never shown, to support or anyone else. Support sees each connection's name and state.
  • Repeated views of the same page within an hour show as one line in the conversation.
  • Allowing access on a resolved or closed ticket is not possible; open a new ticket.
  • Times on the ticket are in IST, support's clock.

If something goes wrong

What you see Why What to do
No Support access box on the ticket The ticket was not raised from a workspace Open a new ticket from inside the workspace and tick Allow support to view this workspace.
Not changed — "This ticket is not about a workspace." Same as above Same as above.
Allow support to view it is missing, though the box is there The ticket is resolved or closed Reply to reopen a resolved ticket, or open a new one.