---
title: Giving Illizeo Support access
description: Designate your contacts with Support, allow or cut off its access, open a session for a named agent, then track and revoke it.
url: "https://illizeo.com/en/centre-aide/settings-support-access/"
updated: "2026-11-05"
category: "Platform / Subscription & settings"
---

# Giving Illizeo Support access

Illizeo Support only enters your workspace if you allow it, for a period you set and in the name of an agent you designate. This article explains how to designate your company's contacts with Support, allow or cut off access, open a session for a named agent, and then track and revoke these accesses. It is for administrators.

## Before you start

- The Support pages require “Settings — Access”, then, in the “Platform administration” menu, “Security & access” section of the role matrix:
  - “Authorized support access”: **Access** level to view the list of contacts; **Execute** level to change it, and to open, view and revoke support sessions;
  - “Impersonation access”: **Access** level to view Support access; **Execute** level to allow it, cut it off and set its duration.
- The **Access log** block also requires “View activity logs”.
- By default, only the Administrator role holds these permissions.

Open **Settings › Manage Illizeo › Support**: two tiles are shown, **Authorized Employees for Support and Instructions** and **Impersonation Access**.

## Designating authorised contacts

The **Authorized Employees for Support and Instructions** tile lists the people in your company whom Illizeo Support recognises as its contacts. The table shows their name, email, phone, gender and the **GDPR Authorized** column. The **Search employees...** field filters the list.

1. Click **Add Employee**.
2. Under **Employee**, choose the person. Their name, gender, salutation, employee type and email are filled in automatically, read-only.
3. Enter **Phone Number 1**, which is required, and numbers 2 and 3 if needed.
4. Tick **Authorized person according to GDPR** if applicable; this is shown in the **GDPR Authorized** column.
5. Click **Add Employee**.

The list and the Administrator role go hand in hand:

- Adding a person to the list grants them the Administrator role.
- Removing them from the list removes that role, unless they are an HR manager.
- While a person is on the list, their Administrator role cannot be removed elsewhere.
- The last contact on the list cannot be removed, nor can the workspace's last active administrator.

The workspace owner is added to the list when the workspace is created, and the new owner when ownership is transferred. Authorised contacts receive Illizeo Support notices that concern the security of your workspace.

![The Add Authorized Employee form: the employee choice, the Name, Gender, Salutation, Employee Type and Email fields, greyed out and filled in from the chosen employee, then the phone numbers](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/settings-support-access-01.en_.png?resize=800%2C500&quality=80&ssl=1)
Adding an authorised contact also grants them the Administrator role.

## Allowing Support access

The **Impersonation Access** tile opens the **Support access** page, marked **Logged**.

- **Allow Support access** is the master switch. It is saved as soon as you click. When it is off, no Illizeo Support agent can enter your workspace, whatever session has been configured.
- Under **Duration**, choose how long access stays allowed: **1h**, **4h**, **24h**, **7 days** or **30 days**, then click **Save changes**. The page then shows the date until which access is in force; after that date, it closes.

If you switch access off while a session is in progress, a window warns you that disabling does not end that session. Choose **Just disable**, or **Disable & revoke** to end the current session as well.

![The Support access page marked Logged: the Allow Support access switch and the Duration block with the 1h, 4h, 24h, 7 days and 30 days choices](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/settings-support-access-02.en_.png?resize=800%2C279&quality=80&ssl=1)
The master switch and the duration of Support access.

## Opening a session for a named agent

The **Scoped support session** block grants access to a specific agent, for a limited period. A session must name the agent: only their address will be able to open it.

1. Under **Authorized agent**, choose the agent in **Pick from the Illizeo team**, or enter their first name, last name and Illizeo email address.
2. Under **Assigned role**, choose one of your workspace's active roles.
3. If needed, set a **Custom end (optional)**; otherwise the duration chosen above applies.
4. Check the summary, then click **Open support session**.

The agent receives a secure link by email. They must sign in with their Illizeo Microsoft account, at the address you entered, for the session to activate. During the session, they view your workspace in read-only mode, with the visibility of a workspace administrator: any change is refused, and every request they make is logged in their name. The master switch must be on to open a session.

![The top of the Scoped support session block, marked GDPR: named access: the choice of agent from the Illizeo team, the agent's First name, Last name and email fields, and the reminder that a session must name the agent](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/settings-support-access-03.en_.png?resize=800%2C328&quality=80&ssl=1)
A support session always names the agent.

### When Support asks for access

An Illizeo agent may ask you for access. The people who can open a session then receive a security alert, by email and in Illizeo's notifications. Its link opens the **Support access** page with the agent already filled in: choose the role and open the session, or ignore the request. The request opens nothing by itself.

## Tracking and revoking

- During a session, the **Active session** block shows the agent, the role, the opening time and the end. **Revoke** ends it immediately.
- **Support sessions** keeps the history of every access granted: agent, role, opening, end and status (**Active**, **Revoked**, **Expired**, **Ended** or **Pending**).
- **Access log** records every Support access: who, on whose behalf, when and with what status. **View full journal** opens the User Logs (see [Governance & security](https://illizeo.com/en/docs-category/platform-en/platform-governance-security/)).

## Good to know

- Two locks add up: the master switch and its duration, then the named session and its end. The agent only gets in if both are open.
- Switching off the master switch prevents any new entry; to stop a session in progress, revoke it.
- The agent is not an employee of your workspace: they do not appear in your list of employees.

## FAQ

### The Open support session button is greyed out.

Name the agent (first name, last name and email) and choose a role. Also check that the **Allow Support access** switch is on.

### I cannot remove a person from the list of contacts.

They are probably the last authorised contact, or the workspace's last active administrator. Add another contact first.

### *Similaire*