When you open a support ticket, Celigo Support can often resolve it faster by looking at the affected integration directly. Every integrator.io account includes a Celigo Support user that you can turn on for a limited time, with the permissions you choose, and turn off again at any time. Support signs in through Celigo's own single sign-on, so you never share a password for this access. This article explains how temporary access works, how to grant and revoke it, which permissions you can give, how to let non-admin users grant it, and where the access is logged.
Prerequisites: You must be an account owner or administrator, or a user whose owner or admin has turned on non-admin access granting. Support access isn't available on free or trial accounts.
How temporary access works
The Celigo Support user appears in the Users list of every account and environment but has no access until you turn it on. When you enable it, you choose the access level and an expiration; after the expiration, access is disabled automatically. If your issue is resolved sooner, you can disable it yourself. While access is on:
- Support can view and work in only the integrations you allowed, at the permission level you set.
- Support can't change any user's permissions, whatever level you grant.
- Every enable, disable, permission change, and expiration change is recorded in your audit log (see View or download your audit logs).
If you've opened a ticket, mention in it that you've enabled Support access and for which integration or environment, so the support representative knows to use it. If the ticket concerns specific errors, tag them (for example, Celigo Support) so both of you can find them.
Enable Support access
- Go to Account
, and then select Users.
-
In the Celigo Support row, turn on Enable user.
- Choose the access level: Admin for the whole environment, or Manage all or Monitor all for the integrations you select.
- Set the Expiration date/time in days or hours. This is required; Celigo recommends 5 days, and the maximum is 180 days.
- Select Save.
Permissions you can grant
Support permissions work differently from a normal user's. Access is granted per environment: granting Support admin permissions in Production doesn't grant anything in your other environments. In a multi-environment account, you can grant Support access only in the Production environment; an account with one Production and one Sandbox environment can grant full access.
| Your role | Support permissions you can grant | Integrations |
|---|---|---|
| Owner or admin | Admin, Manage all, Monitor all, or Custom | All integrations |
| Manage all | Manage all, Monitor all, or Custom | Only the integrations you can access |
| Monitor all (when the owner or admin has turned on non-admin granting) | Monitor all, or Custom with Monitor only | Only the integrations you can access |
| Custom (when the owner or admin has turned on non-admin granting) | Custom: Manage for the integrations you can manage, Monitor for the integrations you can monitor | Only the integrations you can access |
Let non-admins grant Support access
By default, only the account owner and admins can enable the Celigo Support user. Turn on this setting if you want users with Manage or Monitor permissions to grant Support temporary access while they work with a support representative. When a non-admin grants access, Support can reach only what that user can reach, with that user's permission level, and the user, an admin, or the owner can revoke it at any time.
- Go to Account
- Select Celigo Support access, and then turn on Non-admins can grant access to Celigo Support.
- Select Save.
To stop non-admins from granting access, turn the setting off.
Revoke Support access
Go to Account > Users, and in the Celigo Support row turn off Enable user. Confirm when prompted. Access also ends automatically at the expiration you set.