User Emulation allows the Support Team to access your Cloud Portal as if they were an Administrator to identify issues quickly.
- When you contact the Support Team, the team member working with you will check to see if your organisation has consented to User Emulation.
- If you haven’t yet consented, they’ll request consent by sending an email to you.
- Select the link in the email, or sign in to your Cloud Portal and go to Admin Panel > User Emulation.
- Change the settings as required:
- Allow User Emulation: Support Team members can access your Cloud Portal as you or another Administrator. By default, this setting will be off.
- Always notify user: When a Support Team member emulates an Administrator, we will email them to let them know. When you allow User Emulation, this setting is on by default.
- The Support Team member will then emulate you or another Administrator. Each emulation session can last a maximum of six hours.
The Support Team won’t make changes to your setup or data unless necessary. We will outline to you what changes need to be made or have been made.
You can request a log of when users have been emulated by selecting Submit a request from the top of the Help Centre to contact the Support Team.
You can revoke consent for your whole organisation at any time by going to Admin Panel > User Emulation and switching the toggle to Off. Once any sessions currently in progress have expired, the Support Team will not be able to use User Emulation to access your Cloud Portal.