Support Access for Zoho CRM

Support Access for Zoho CRM

Support access is a secure method of granting a developer or tech support agent temporary access to your Zoho CRM account so that they can diagnose and troubleshoot issues. Support team members with certain roles can thereby access your Zoho CRM account and address problems directly.

Providing access 

To provide account access to the Zoho CRM support team, go to Setup > Security Control > Support Access.
 
Inside the support access page, provide a date. The support team have access to your account until the selected date, starting at the time you activate it. You can provide support access for a minimum of one day. 


The support team will be able to access the account with admin permissions after you authorize their access, subject to some limitations. A tech support agent will be added to the your accounts as a hidden user for troubleshooting purpose, which will not affect your account's user license count.

Revoking access 

If you feel the issue has been resolved by the support team, if you have resolved it yourself, or even if it remains unresolved, you can revoke the support team's access at any time. Either way, the access will eventually expire once the selected date has passed.
 
To revoke access, go to Setup > Users and Controls > Support Access and click on the revoke access link. An alert box will appear asking you to confirm the action.


Control and visibility 

Every customer that provides support access should be aware that their data will be visible to the Zoho CRM support team.
 
Once a support agent gets access to your account, they will have admin-level access. However, support agents cannot do the following:
  1. Support Access page - The page where you can enable/disable or edit the duration of support access will be restricted for Support User.
  2. Support User cannot change the user details of other users in your org
  3. Tab Groups, Mail Merge, Trusted Domains and Workflow Actions by Zoho Flow will be restricted.
  4. Manage your account subscription
  5. Sending emails
  6. Modify email permissions (mass emails, autoresponders, Schedule mass email, workflow emails)
  7. Export Permission - Export, Data Backup.
  8. Export reports
  9. Export audit logs
  10. Generate ZSC keys
  11. Access any options available in Setup > Company Details
  12. Change admin-level permissions
  13. Set up integrations
  14. Copy customizations 
  15. Edit connections (view only)
  16. Access Marketplace
  17. Assignment Rule – We will not allow assigning to Support User.
  18. Access the Channels tab
  19. Access sheet and print views
  20. Max date selection was restricted to 5 years from now, in client
  21. Use the Ask Zia chatbot
  22. Use the Conversational AI functionality in the Zia tab
  23. Use Zia Voice in the Developer space
  24. Create online meetings
  25. Use data enrichment functionalities
  26. Access Voice of the Customer functionalities
  27. Use Zia Vision
  28. Use Zia Voice
  29. Access Zoho Survey
  30. Set up Connections
  31. Use client scripts
  32. Access Zoho Social
Apart from the operations mentioned above, the support users will be able to create, edit, and update records. For any records the support user adds, the record owner will be set as the support user.

Note: All actions/operation performed by support users are recorded in audit logs.

Audit logs 

As a customer, you might wish to see all the changes a support user has made. To view the modifications/actions the support user has performed, go to Setup > Data Administrator > Audit Log. All the actions performed in the account are displayed in the audit log. You can use filters to view the changes made by the support user specifically.

Availability 

Support Access is available for all editions including free editions.

Note: Only one support user can access your account at any given time.


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