Sometimes the best way to resolve an issue or validate a Klip, data source, or formula, is to allow a member of the Klipfolio Support Team to sign in to your account as one of your existing users. By signing in as an existing user, the Support Agent is able to share your experience.
When you grant access to your account via a specific user, the Support Agent is able to sign in with the same sharing rights and role permissions as the selected user. Klipfolio does not have access to the user’s password. All actions performed by the Klipfolio Support Agent are recorded in the Event Log associated with the user’s ID.
To grant Klipfolio Support access to a user's account
To enable this feature, you must have administrator or manage company privileges. You can grant access to one or more specific user accounts.
To grant Support access to a user's account:
- In Klips, click the
button in the left navigation sidebar and select Settings > General.
If you don’t see the above option, click on Your Name > Account > Settings > General instead.
- Click Edit next to Grant Access to Support. The following window displays:
- Select the checkbox next to Grant a support agent access to this account.
- Select the user account(s) from the drop-down menu in the Allow Authentication as text box.
- Click Save.
Once the access is granted, please inform Klipfolio Support.