Let Board Intelligence support in

When you raise a support ticket, the person who picks it up often needs to see what you are seeing. Support Access lets you allow Board Intelligence support into your workspace for a window you choose, so whoever takes the ticket can start straight away without asking you again. Every session appears on this page and on your audit trail, including what was viewed.

The question to settle is how much support may do: look only, or also change records for you.

Allow support in

1. In Administration, open Support Access. The top of the page says whether anybody from Board Intelligence has access right now.

2. Under Allow Board Intelligence support in, choose the Access level and the number of Days, between 1 and 90, then choose Allow access.

   

   The ticket	What to choose
   Something looks wrong and support needs to see it	Read only
   You have asked support to correct or load records for you	Read and write

3. The page now says until when support access is allowed. Any verified Board Intelligence support engineer can open a session until then.

   

End access

• Choose Withdraw allowance to stop new sessions being pre-authorised. It does not end a session already in progress.
• While a session is open, it is listed with who opened it, the access it has and when it ends. Choose End now to stop it; it stops on their next action.
• Past sessions are listed under Past sessions.

Tips from practice

• Allow the fewest days the ticket needs. A week covers most tickets; you can allow again if it runs on.
• The level you choose is a ceiling, not a guarantee: support can still open a wider session if they need to, and you are emailed when they do.
• Mention the ticket in your own records when you allow access, so the session on the audit trail can be matched to the reason for it later.

Related: Give an outside adviser access and Require two-factor authentication.