# Support Team Access

Support Team Access gives account Owners full control over when the QuickReply support team can access their account for troubleshooting or operational assistance.

Instead of default administrative access, support can only log into your account when the Owner explicitly extends access. Access can be disabled at any time, and all activity is recorded.

### Overview

Support Team Access is designed to improve:

* **Control** – Access is managed directly by the account Owner
* **Transparency** – Every action is logged
* **Security** – Support sessions are terminated immediately when access is disabled

This ensures that troubleshooting and onboarding assistance happen within clearly defined access boundaries.

### Who Can Manage Support Team Access?

Only the **Owner** of the account can manage this feature.

| Role   | Can Extend Access | Can Disable Access | Can View Audit Log |
| ------ | ----------------- | ------------------ | ------------------ |
| Owner  | Yes               | Yes                | Yes                |
| Admin  | No                | No                 | No                 |
| Member | No                | No                 | No                 |

Support Team Access settings are not visible to Admins or Members.

### When to Extend Access

Owners typically extend access when:

* Troubleshooting technical issues
* Investigating Journey or automation behavior
* Reviewing configuration or integrations
* Assisting with onboarding or setup

Once support assistance is complete, access can be disabled immediately.

### How It Works

Support Team Access is controlled via a toggle in your account settings.

{% tabs %}
{% tab title="Video Tutorial" %}
{% embed url="<https://youtu.be/MswcKfRPido>" %}
{% endtab %}

{% tab title="Step by step instruction" %}
This document explains how to enable support team access in QuickReply.&#x20;

{% stepper %}
{% step %}

### Navigate to the Settings

From the left-hand side menu, under the profile section open the **Settings** option to go to the settings screen.

<figure><img src="https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FOPLt1CFHlOq607rFLSR3%2FFrame%202147224119.png?alt=media&#x26;token=3923bb4e-9ca4-4488-a4c8-95bef6f1e891" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Switch to New settings

<figure><img src="https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FW8i6Ttp2TSSIs2CyuA2Y%2FFrame%202147224120.png?alt=media&#x26;token=54c503b0-8528-4ccd-9569-5061041afe63" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Navigate to Support Team Access

In the new settings under access control, click on Support Team Access

<figure><img src="https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FdWy0qqs3UJZpImHYduqV%2FFrame%202147224123.png?alt=media&#x26;token=d72f7f26-4f37-4be7-8767-e2964684c596" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Toggle Off

Access to support team is enabled by default, to disable support team from accessing your account just turn the "extend access to support team" toggle to off

<figure><img src="https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FYK7JhNiZcbtoqDDPuITe%2FFrame%202147224124.png?alt=media&#x26;token=eff981e6-3bf0-4524-87e6-fcad8bb5dae7" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Revoke access

When the confirmation modal popsup, click on revoke access to disable access to support team

<figure><img src="https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FprqXvu6oDoZzbhBO5VU9%2FFrame%202147224125.png?alt=media&#x26;token=cea63280-ddff-4b68-9842-1335db84fcd8" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}
{% endtab %}
{% endtabs %}

#### Extending Access

When the Owner turns the toggle **ON**:

* Support agents can securely log into the account
* A status indicator confirms access availability

Access remains active until the Owner disables it.

#### Disabling Access

When the Owner turns the toggle **OFF**:

* All active support sessions are immediately terminated
* Support agents are logged out instantly
* New login access is blocked

This action takes effect immediately.

### Where to Find the Setting

Navigate to:

**Settings → Access Control → Support Team Access**

Use the toggle to extend or disable access.

### Audit Trail

Every change to Support Team Access is recorded automatically.

The audit log includes:

* Owner name
* Owner email
* Action performed (Extend / Disable)
* Date and time of the action

This provides clear visibility for internal governance and compliance needs.