You can let the Celigo support team securely access your environments for troubleshooting without compromising security. A Celigo Support user profile is automatically available to all customer accounts. This is the profile that Celigo support representatives will have when they access your account to assist you while troubleshooting problems.
If you are an account owner or an administrator, you can use the following steps to allow Celigo support to access your account:
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Navigate to the Users tab of your profile.
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Click the toggle in the Enable user column.
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Specify the level of access necessary for the Celigo representative to assist you - account wide (admin), or specific integration workspaces (monitor or manage).
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Set the Expiry date/time (in days or hours). You must provide a value for this field. Celigo recommends 5 days, but the maximum is 180 days.
Note
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You retain full control because you can change the security settings or disable Celigo Support access at anytime.
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You can't enable the Celigo Support user profile if you're using a free or trial account.
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Celigo Support can't modify user permissions in any environment regardless of the permission level granted.
If you want users of your account who do not have administrator permissions to allow Celigo Support to access the environment when interacting with Celigo support representatives, navigate to the Security tab, click the Celigo Support access subtab, and click the Allow non-admins to grant Celigo Support access toggle.
If a user with limited permissions grants temporary access to Celigo support for troubleshooting, the support team can only access their specific instance and not the entire acount, Celigo Support permissions are limited to the access level assigned to the user requesting assistance, and all activities performed are logged and monitored. The user can also revoke access to Celigo Support at any time.
Permissions for the Celigo Support user profile differ from those of normal user profiles. For example if Celigo Support is granted admin permissions over the production environment, those permissions are not also applied to the sandbox environment (or any other environments that may be available in the account). The following table displays all permissions that an admin can grant to the Celigo Support user profile.
Note
For multi-environment accounts, Celigo Support access permissions can only be provided to the production environment, but, full access can be granted to Celigo Support for accounts that have one production environment and one sandbox environment.
|
Role |
Support permissions |
Integrations |
|---|---|---|
|
Owner/Admin |
|
All integrations |
|
Manage all users |
|
Restricted to user's current access |
|
Monitor all users |
(If enabled by Admin/Owner)
|
Restricted to user's current access |
|
Custom |
(If enabled by Admin/Owner)
|
Restricted to user's current access |