Give Workify360 support temporary access
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Workify360 support staff cannot see your organization’s data on their own. When you want them to look at a problem, an owner or admin grants access for a limited time in Settings → Security → Support access, and can take it back at any moment.
What support can see
Section titled “What support can see”You choose one of two scopes under Access:
| Scope | What support can read |
|---|---|
Organization and user information (read_metadata) | Settings, members and teams, devices and the state of background jobs such as exports |
Reports and timelines (read_timeline) | The above, plus day totals, reports and people’s timelines |
The form says it for every scope: “Titles and URLs are never shared.”
In every scope:
- Access is read-only. Support cannot change settings, add or remove people, or approve anything.
- Support never signs in as one of your users and cannot act on their behalf.
- Window titles and URLs are never shared with support, in any scope.
- Screenshots are never shared with support, in any scope. They are off by default; where your organization uses them with its employees’ consent, support still cannot open them.
Grant access
Section titled “Grant access”- Open Settings → Security → Support access.
- Under Support staff e-mail, enter the e-mail address of the Workify360 support person you are working with.
If there is no support person with that address, the grant is refused with “No Workify360 support staff member
was found with this e-mail.” (
not_found); the list of support staff is not shown to customers. - Under Reason, write for example the number of your support request (
SUP-000123, contacting support). - Choose the scope under Access and the Duration (hours), from 1 to 72 hours.
- Choose Grant access.
Granting access needs a verified e-mail address on your account (email_unverified) and asks you to confirm your
sign-in if it was more than 10 minutes ago (step_up_required,
confirming sensitive actions).
Check and revoke access
Section titled “Check and revoke access”The list on the same tab shows every grant with the support person, the scope, the reason, when it ends, who granted it and its status (active, expired or ended). Choose End access to end a grant at once; otherwise it ends on its own at the end of the chosen duration.
Granting and revoking are written to the audit log. Every read by support staff under a grant is recorded as well, with the support person’s identity.