The Celigo platform makes it easy to connect and collaborate with Celigo Support when you run into any issues and require assistance. A new user, Celigo Support, is merely listed under Users of your account. When required, you can quickly and easily enable temporary access to a specific integration or environment for Celigo Support. The access would help Support reps to better understand and analyze the issue for effective error/issue resolution.
Celigo Support in an integration users list
Celigo Support in an environment users list
When you enable access by inviting Celigo Support to your integration or environment, they will ensure secure access by only using single sign-on (SSO) managed by the Celigo IT department for the period you permit. After the period, access is automatically disabled. If the issue is resolved earlier or access is no longer required, you can disable Celigo Support access before the specified period.
For permissions and other details, see Allow Celigo support to temporarily access your account.
You can check the audit logs in the following scenarios:
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When access for Celigo Support is enabled or disabled
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When access for Celigo Support is changed, that is the role, permissions, or date range/period
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When the Celigo Support access option is enabled or disabled
For information on other logged activities, see View or download your audit logs
When you run into an issue or error that requires assistance from Celigo Support, you could:
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Create a Support ticket for your issue.
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If this issue requires a deeper understanding or analysis, enable temporary access for Celigo Support based on the issue. If you provide access to an integration or environment, you could mention it in your Zendesk ticket.
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(Optional) If the ticket is based on a specific error or errors, you could tag the issue/error in the error list. For example, create and use a tag like “Celigo Support” to indicate that Celigo Support is working on the issue. You could remove or delete the tag when the issue is fixed. Explain the tags if you have more; have a clear and common understanding with Support reps when tagging errors to avoid confusion.
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Extend or disable Celigo Support access based on the ticket resolution.
Provide temporary access and collaborate with Celigo Support based on your scenario and what work best for effective error resolution.