We only access your system when required to investigate a case for you and can only do so when you grant access.
We now have a new way of accessing your system, greatly improving security protocols.
To grant us access, you'll need to:
Access this link: https://identity.accessacloud.com/manage/impersonations
Click 'My Account' then click 'Impersonations'.
Select the 'Impersonation is enabled' check box.
Into the Email Address field, add the email address of the support agent who has your case (this will either be given by the agent when needing to investigate your system or you can request this to then provide access)
In the 'Expires After' drop-down, select 30 days.
We recommend you select the expiry date of 30 days, to ensure we have enough time to look into your case. We don't expect the investigation to take that long. In case the time window expires, we'll need to ask for permission again.
You can revoke the rights at any time.
📌Note: This would need to be done per agent that requires access to your case, in the event the case is escalated to another agent, their email would then need to be given access, and the other can then be revoked.