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.

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.

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.

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).

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.