Support access

When you ask for help, Knowpoint support can see your workspace as one of your users, so they can see exactly what that person sees. It's on by default, and an admin can turn it off at any time.

#The safeguards

• Read-only. Support can look, but can't change anything, reveal or copy a password, share a password, export data or connect the browser extension.
• A reason, every time. Each session records why it was started, usually a ticket number.
• Your admins are told. Everyone who can manage users gets a 🔔 notification when a session starts, with who, as whom and why.
• It's in your audit log. Admin → Audit log shows each session's start and end, against the user support signed in as.
• It's visible. A red banner shows on every page for the whole session.
• It ends. After an hour at most, when support ends it, or straight away if you turn support access off.
• Only from the console. Only Knowpoint's platform admins can start a session, and they sign in with two-factor authentication.

#Turn it on or off

Go to Admin → General → Support access and change Allow Knowpoint support to sign in. Turning it off ends any session in progress, and support can't start a new one until you turn it back on.

If you've turned it off and need help, turn it on, tell support which user to look at, and turn it off again afterwards.