Support access

Grant the UnitX support team time-boxed access to your organization, see who claimed it, and revoke it early.

When you ask UnitX support to look into something inside your organization, you decide whether they may, for how long, and for what. Support access is a time-boxed grant: you create it, a member of the support team claims it, and it ends automatically at the deadline — or earlier, if you revoke it.

Who can grant it#

Permissions

organization.manage

Only people who can manage the organization — Organization Owner and Organization Admin by default — can see, grant or revoke support access. Anyone else sees You don’t have permission to manage support access.

How it works#

Nobody is named in advance. You grant access to the support team, not to a person. Whichever support administrator picks up your case claims the session, and their name is recorded against it.
One claimant. Once someone has claimed a session, no other support administrator can claim the same one.
The clock starts when you grant it, not when it is claimed. A 60-minute grant claimed after 20 minutes has 40 minutes left.
It ends by itself. At the deadline the session becomes expired; nothing needs to be switched off.

Grant support access#

Open the tab
Go to SettingsSupport access.
Say what they may access
In What they may access, describe the reason in a few words, such as billing-investigation or the number of your support case. It is recorded exactly as you write it.
Choose how long
Enter Minutes, between 1 and 1440 (24 hours). It starts at 60.
Choose Grant access
You see Support access granted, and the session appears in the list as active. Let the support team know it is there.

Tip

Grant the shortest time that will do. If support needs longer, you can grant another session — an expired one cannot be extended.

Reading the session list#

Each session shows what you wrote, its status, and who did what:

Active: Within its time window and not revoked. Support can use it.
Expired: Its time window has passed. Access has ended.
Revoked: Ended early by someone in your organization.
Granted by … · N min · expires …: Who created it, how long it was for and when it ends.
Not yet claimed by anyone: No support administrator has picked it up yet.
Claimed by … at …: The support administrator who is using it, and when they claimed it.

Revoke access early#

Choose Revoke now
The button appears only on active sessions.
Confirm
In Revoke support access?, choose Revoke to end it immediately, or Keep access to leave it running.

Expired and already-revoked sessions cannot be revoked again; they have already ended.

What is recorded#

Granting and revoking a session are recorded in your organization’s audit trail, and a claim is recorded with the name of the support administrator who made it. The session list itself keeps expired and revoked sessions, so you can always see who had access and when.

Does support access give UnitX staff a login to our organization?

No account is created and no password is shared. A support administrator uses the session you granted, for as long as it is active.

Can I restrict what support sees?

The text you write records the purpose of the access and is kept with the session; it is not checked against a list of areas. Keep sessions short, and revoke them as soon as the work is done.

Can I extend a session?

No. Grant a new one when the first has expired.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.