The Helpdesk permissions setting lets an administrator specify whether authorized Spotilla team support representatives can initiate access to the organization's environment for troubleshooting, assistance, and training. The setting applies to the entire environment, rather than individual users.
Access is allowed by default, including when the setting has never been configured. You need administrator permissions for the organization to change it. The setting is managed in the browser; the Android and iOS apps do not have an equivalent function for editing it.
Allowing or blocking access
- Open Settings from the browser's side menu.
- Select the Settings tab and find the General settings section. If the section is collapsed, click its heading to expand it.
- Click the Helpdesk permissions name link in the settings table.
- Select Allow access to the environment for troubleshooting, assistance, and training to allow access. Clear the checkbox to prevent new support access from being initiated.
- Select Save at the bottom of the form. Cancel closes the form without saving the change.
Changing the checkbox alone does not change the saved setting. You can allow access again later by selecting the same checkbox and saving.
What does this setting affect?
Allowing access enables a support representative to initiate access. It does not itself start a support visit or mean that a support representative has already opened the environment. The setting does not restrict support to read-only access either: the form does not provide separate options for viewing and editing permissions.
Blocking access rejects new support access requests. It does not log out a support representative who has already signed in or end an ongoing support session. An access token granted before access was blocked can also be used to sign in if it is still valid. If you want to end an ongoing support visit, arrange this with customer support; clearing this setting alone is not enough.
Saving the setting does not delete the organization's data, its own users, or previous support access history, and it does not change the roles of the customer's users. The initiation of support access and actual entry into the environment are logged separately, so an access request alone does not show that a visit took place.
Check that the change was saved
A successful save closes the form. Open Helpdesk permissions again and check that the checkbox reflects your intended state. The form retrieves the saved value again when opened. If saving reports an error or the selection does not persist, do not consider the change applied.
If necessary, arrange with customer support to test a new access request. When checking whether blocking works, the test must use a new access request, because an existing session or an access token already granted does not show that new access is allowed.
Support chat and AI are separate functions
Helpdesk permissions controls a support representative's access to the environment. Opening support chat and enabling ServiceJack are separate tasks. See using the AI assistant and support chat and AI settings and usage limits. For an overview of the other service settings, see service settings and account details.