This article explains how to grant the support team time-limited or unlimited access with the Teamso Support Access panel in Configuration > Company settings > Security & Access. Users with the Company Permission Settings permission do this.
When the support team needs to look at a problem on your screen, you do not have to share your password. The support session opens on behalf of the administrator who grants it, every action is logged, and you can revoke access at any time. Changing your password does not affect the grant.
Before you start
You need the Company Permission Settings permission.
Prepare a note for the support team (which screen, what problem).
Step by step
In the left menu, go to Configuration > Company settings.
Click Security & Access in the settings menu on the left and scroll down to the Teamso Support Access panel.
Choose a period in Access duration: 30 minutes, 1 hour, 2 hours, 4 hours, 8 hours, 1 day, 3 days or Unlimited (until you revoke it). Unlimited access is explained in the Unlimited access section below.
Optionally write a short note in Note for the support team (optional) (up to 500 characters).
Click Grant Access.
While access is on, the status in the card header shows Active. Inside the card, the green Support access is on box shows the time it is valid until, the time left and Granted by; while access is off, the same place says Support access is off.
The button on the right changes with the duration you choose:
State | Duration chosen | Button |
No access | Fixed | Grant Access |
No access | Unlimited | Grant Unlimited Access |
Fixed access on | Fixed | Restart Duration |
Fixed access on | Unlimited | Make Unlimited |
Unlimited access on | Fixed | Switch to Fixed Duration |
Unlimited access on | Unlimited | Update Access (for example, to change the note) |
To extend or shorten the period, choose a new duration and click Restart Duration. The period starts again from the moment you click, and open support sessions are set to end at the new time.
To end access immediately, click Revoke Access and confirm. Open support sessions end at once.
Unlimited access (until you revoke it)
If you are working with the support team over a longer period, you can grant unlimited access instead of renewing it each time. Unlimited access does not expire by itself; it stays open until you click Revoke Access.
Choose Unlimited (until you revoke it) in Access duration. The box shows Unlimited.
A yellow Stays open until you revoke it warning appears below the fields. It says:
The support team can access your account until you click Revoke Access.
While access stays open, every 7 days a reminder e-mail goes to the administrator who granted it and to the administrators who can manage support access (those with the Company Permission Settings permission). The button in the e-mail opens Configuration > Company settings > Security & Access directly; if you are signed out, the sign-in screen comes first and this section opens after you sign in.
Access closes by itself if the administrator who granted it is deactivated or loses the permission. It also closes when the company is deactivated.
Under unlimited access, each support session lasts at most 8 hours.
Click Grant Unlimited Access. The Grant unlimited access? window shows the same information once more; confirm with Grant Unlimited Access. If you click Cancel, no access is granted.
Once access is on, the panel looks like this:
The green Support access is on box shows the Unlimited label, "Open until you revoke it." with the date it was granted, Granted by, the weekly reminder and the automatic close rules. Unlimited access shows no end time and no time left.
To end access, click Revoke Access and confirm. Open support sessions end at once. To go back to a fixed duration, choose a period in the list and click Switch to Fixed Duration; the period starts from the moment you click.
The Access history table shows Granted by, Duration, Granted, End and Status for each grant. For unlimited access the Duration column says Unlimited, and while it is open the End column says Until you revoke it.
The Support sessions table lists the sessions. A session that ended because access was closed by the system shows Access closed by the system.
Status values in the Access history table:
Open: Access is valid now.
Expired: A fixed-duration grant ran out.
Revoked by administrator: An administrator clicked Revoke Access.
Replaced by a new grant: The grant gave way to a new one.
Closed: grantor deactivated: The administrator who granted it was deactivated, deleted or moved to another company.
Closed: grantor lost permission: The Company Permission Settings permission of the administrator who granted it was removed.
Closed: company inactive: The company was deactivated.
Automatic closing applies to both fixed and unlimited access. The system checks these cases every few minutes and whenever a support session starts. When access closes, open support sessions close too.
Result
Support staff can open a session, with a written reason, only while the grant is valid.
The Support sessions table at the bottom of the card shows the Support staff, Reason, Started, Ended and Status of each session. A running session shows Open, and one that closed when its time ran out shows Expired. A session that closed earlier shows the reason: Ended by staff, Access revoked, Replaced by a new session or Access closed by the system.
The Access history table in the middle of the card shows the grants and how they closed.
Granting, restarting, revoking, automatic closing and reminder e-mails are written to the company's activity records (Transaction History).
During a support session the following are blocked: password changes, changes to security settings, access key and token creation, and data reset. Your IP restriction and screen lock settings also apply to support sessions (Security and access settings).
What appears on screen during a support session
Support staff open a session from the company list on the Teamso side, while your grant is valid and with a written reason. The session opens with the account of the administrator who granted access. For as long as the session runs, a dark Support session bar stays at the bottom centre of the staff member's screen. The bar stays on every page they open; at phone width it spans the bottom of the screen.
The left of the bar shows the company and on whose behalf the staff member is working, for example "You are working in Örnek Teknoloji A.Ş. on behalf of Kerem Aksoy".
If the session was opened under unlimited access, an Unlimited access · 8 h session label appears next to the title: access stays open until you revoke it, but this session lasts at most 8 hours.
The middle counts down the session's time left, second by second (e.g. 01:42:10 left). In the last 5 minutes the bar's border turns red.
The End Session button on the right closes the session at once.
The bar appears only in the browser of the staff member who opened the support session. You and your employees do not see it on your own screens. If you are sharing screens with the support team on a call, you see the bar on their screen, so you can both follow on whose behalf they are working and how long the session will last.
How a support session ends
The staff member ends it: When the work is done, the staff member clicks End Session on the bar. Their screen shows "Support session ended." and they return to their own Teamso account. The session appears in the Support sessions table as Ended by staff. Your grant stays open until it expires, so the staff member can open a new session within that time if needed.
The time runs out: Under fixed access, the session closes by itself at the end of the grant. The staff member's screen shows "The support session has expired." Under unlimited access, the session closes 8 hours after it started. The staff member's screen shows "The support session reached its time limit. If the company's unlimited access is still open, you can start a new session."
You revoke access: To end the support work without waiting, click Revoke Access in the Teamso Support Access panel and confirm. The open session closes on the server at once. The staff member's screen closes within about a minute at most, or at their next action, with the warning "Support session closed: the company administrator revoked access, the grant ended or the system closed it." The session appears in the table as Access revoked.
The system closes access: If the administrator who granted it is deactivated or loses the permission, or the company is deactivated, access closes by itself. The open session closes too and appears in the table as Access closed by the system. The staff member sees the same "Support session closed" warning.
If the same staff member opens a new session within the grant, their previous session closes and appears in the table as Replaced by a new session.
Common problems
Symptom: The support team still seems to be working in your account and you want the session to end now.
Cause: Only the staff member can close a support session with End Session on their own screen. On the company side, the way to close it is to revoke access.
Solution: Click Revoke Access in the Teamso Support Access panel. The open session closes at once.
Symptom: I cannot see the Grant Access button, only the status.
Cause: You do not have the Company Permission Settings permission.
Solution: Ask your company administrator for the permission.
Symptom: The panel says the grant cannot be changed during a support session.
Cause: You are inside a support session; support staff cannot change their own grant.
Solution: The company administrator must manage the grant from their own session.
Symptom: The support team says they cannot get into your account.
Cause: The grant has expired, or your IP restriction blocks the address the support team connects from.
Solution: Check in the panel that access is on and click Restart Duration if needed.
Symptom: Unlimited access you granted has closed by itself.
Cause: The administrator who granted it was deactivated or lost the Company Permission Settings permission, or the company was deactivated. The Status column of the Access history table shows the reason.
Solution: Grant access again as an active administrator with the permission.
Symptom: A "support access is still open" reminder e-mail arrives every week.
Cause: Unlimited access is on. The reminder is sent every 7 days while access stays open.
Solution: If you no longer need support, open Security & Access with the button in the e-mail and click Revoke Access. If you still need it, you can leave access open.