Support Team Access

Overview

Your data security and customer privacy are of utmost importance to Glassix.
Therefore, you have complete control in deciding who has access to your department at any given time.
At times, you might need to grant access to your department for support and service purposes (e.g., investigating a bug or improving relevance). This access is only open to support defined users.

Default Access

User RoleAccess to Agent ConsoleAccess to Settings
Master User
Department Admin
System User
Read Only
Support Teams* **

Granting Temporary Access (*)

Granting this access gives support team full access to your department (agent console and settings) for a limited time of your choice.
Support teams are given the same capabilities as Department Admins

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. In the General section, click on Support.
  3. In the Allow support access for: drop down list, click on the desired time frame.
  4. In the Permission reason (Min. 10 characters): * text box, give a reason.
  5. Click the check mark → Confirm.
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Note:

You can disable this access at any time by clicking on Disable Access.

Limitations

In the Support section, support teams can only disable access or run Network diagnostic tool.

Granting Permanent Limited Access (**)

Granting this access gives support team permanent limited access to your department settings. This access only provides access for support purposes and limited department settings.

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Note:

This access won't allow support teams access to your data!

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. In the General section, click on Support.
  3. Click on the Toggle
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Limitations

Disabled access:

  1. Contacts
  2. Security

Limited Access:

FeatureDisabled
UsersAll Users1. Delete users
2. Add Regular user and Read only user
DevelopersAPI Keys1. View Key and Secret
2. Create an access token
DevelopersWebhooks1. New Webhook
2. Update Webhook (Type, Target, Name, and Events)
3. Delete
4. New, Update, and delete Header Key in Advanced settings
GeneralSupport1.Support Team Access

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