User Management - Vtiger Support Access

Learn to grant secure access to Vtiger Support team.

Ruba

19 Feb, 2021 - Updated 3 years ago

Introduction

When you reach out to Vtiger’s Support Team for assistance, we can help you without accessing your data. Only in some instances, we may need to log into your account to resolve your issues faster.

In situations where we need to look at your configuration to resolve your queries, you need to provide us with permission to log in. Vtiger Support Access in the Settings page is where you can grant access to Vtiger’s Support Team.
First, let us see how you can contact the support team.

Contacting the Vtiger Support Team

Contacting the Vtiger Support Team is easy, but the question is, Why would you reach out to our Support Team?

The reasons can be manifold.

One, you want to understand the working of a feature.
Two, you need help in implementing something.
Three, you want us to look into an issue in your instance.

Once you have a solid reason to contact Vtiger’s Support Team, you can reach us through:

The CRM
Vtiger’s official website

Let us see how to do that.

From the CRM

Log in to your CRM account.
Click the Help button on the bottom right corner of any page from your CRM account.
There are two options available for you. You can:

Search for answers from the FAQs.
- Simply type a keyword and press Enter.
- The CRM will list a list of questions and answers related to the keyword you entered in the search field.
Start a live chat with Vtiger.
- Enter your name and email address.
- An agent from the Vtiger Support Team will respond to your queries instantly.

From the Vtiger website

Go to Vtiger’s website.
Click the Live Chat widget on the bottom right corner of the page.
Enter your query under the Chat with us.
- An agent from our Support Team will respond to your queries instantly.
- Once the agent starts conversing with you, the label changes to Active Conversation.
- Note: You can enter your query in the form of text or an image.

Granting Access to the Vtiger Team

As an Admin user, you can grant standing permission to Vtiger’s Support Team to log in to your account.
When you give standing permission, our Support Team agents can log in to your account without restriction.

Note: The permission is available until you disable it from Vtiger Support Access.

Did you know?

If the Vtiger Support Team does not have permission to log in but try to, they will see a warning. So, you can rest assured that we will not access your account unless you reach out for assistance and provide permission.

Giving standing permission

Follow these steps to set up standing permission:

Log in to your CRM account.
Click the User Menu on the top right corner of the CRM screen.
Click Settings.
Look for the User Management section.
Click Vtiger Support Access.
Click the Vtiger Support Access tab.
Enable the toggle button located beside Do you grant permission to the Vtiger team to access your account, when responding to your queries? option.
Click Save.

The Vtiger’s Support Team now has access to your account.

Vtiger Team’s Login History

When our Support Team logs in to your account, their login history gets recorded in your CRM account. It gives you information about the login time, logout time, etc.

Follow these steps to view the Vtiger team’s login history:

Log in to your CRM account.
Click the User Menu on the top right corner of the CRM screen.
Click Settings.
Look for the User Management section.
Click Vtiger Support Access.
Click the Vtiger Support Login History tab.

You will see the following information in the login history:

Field Name	Description
Accessed by	The name of the Vtiger Support Team agent who logged in to your account
Sign-in time	The time at which Vtiger team member signed in
Reason for login	The reason for logging in to your account
Access granted by	The name of the user who granted access to log in

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