For troubleshooting cases where visibility into your account is required, it is recommended that you walk through your account together with a member of the Customer Success team. However, some cases may require giving access to a member of the CS team for in-depth testing over longer periods of time.
By default, a new Traction Guest account only allows access to the user that created it. To allow Customer Success access to your account, you must add them as a new user.
This knowledge article will explain how you can temporarily provision account access to the Customer Success Team. To learn about adding your regular users to your account, click HERE.
This feature is currently only available on Plus and Enhanced accounts.
Granting Access to Customer Success
1. Click on the gear icon in top right corner of the admin portal.
2. Click 'Preferences'.
3. In the 'General' tab, scroll down to the bottom of the menu. You will see a 'Support Access' Section.
NOTE: The Support Access section is turned off by default. If you do not see this in your account, please feel free to reach out to the Customer Success team and we'll be happy to turn it on for you.
4. Toggle on the 'Grant Login Access to Traction Guest Support' button.
5. Choose a length of time that Customer Success will have access to your account for. You can choose from:
24 hours
72 hours
1 week
1 month
3 months
6. Choose a Permission Bundle that you'd like to grant to Customer Success. This may be a default or custom bundle. Click HERE to learn more about Permission Bundles.
7. Click Save.
Customer Success will now be able to access your account for troubleshooting purposes.
Revoking Access
You may revoke access at any time by going back to the Support Access section and clicking the 'Revoke Access' Button.
