Support Access
Support Access is the customer-controlled toggle that decides whether concorbit's support team can sign in to your workspace to help you. It's off by default on paid plans: no concorbit staff member can impersonate your workspace unless you explicitly turn it on. Every support session is logged with a timestamp, duration, reason, and action count so you have full transparency over when support has been in your workspace.
URL: /settings/support-access
Required permission: settings.tenant
How to get there
Go to Settings from the sidebar.
Open the Support access card.
The current state
The top card always shows the current state, and which of three contexts you're in.
Internal workspace
If your workspace is concorbit-internal (the company's own workspace), support access is always available and this toggle does nothing. You'll see a badge explaining this.
Trial: locked on
While on a free trial, support access is locked on. concorbit's team can sign in to your workspace to help you get set up. You'll see a padlocked toggle with an explainer. Once you move to a paid plan, the toggle unlocks and you can flip it off.
Paid plan: full control
You can freely enable, disable, update the window, or revoke an active session.
Enabling support access
Pick an access window from the four buttons:
Window Use case 24 hours A one-off support ticket you expect to be resolved same-day. 7 days A longer investigation or multi-step issue. 30 days A long-running project with support involvement. Until I revoke Open-ended: you'll turn it off manually when done. Click Enable support access.
Once enabled, the card flips to green with "Support access is ON" and shows the expiry date and time. When the window expires, access automatically reverts to off, so you don't need to remember to turn it off.
Changing the window
With support access already on, the card shows a dropdown with the same four options. Pick a new window and click Update. The expiry is recalculated from "now".
Disabling
Click Disable in the top-right of the enabled card. You're prompted to confirm. Any active support session ends immediately and the concorbit team member currently in your workspace is signed out.
Active sessions: Revoke now
If a concorbit team member is actively signed in to your workspace, a yellow warning banner appears: "A concorbit team member is signed in right now". Click Revoke active session and confirm. They are signed out immediately. The rest of your support window (if any) remains active unless you also click Disable.
This is the kill-switch. Use it if something feels off, if you've finished the task and want them out immediately, or just because you want to.
Session history
Below the current-state card, a table lists every support session that has ever happened in your workspace (capped at 50 most recent). Each row shows:
| Column | Meaning |
|---|---|
| When | Timestamp the session started. |
| Who | Which concorbit team member signed in. |
| Reason | The category (e.g. Technical support, Data fix, Onboarding) plus a free-text detail the support agent was required to provide when signing in. |
| Duration | How long they were signed in. |
| Actions | How many actions they took during the session (page loads, writes, etc). A quick proxy for "did they just look or actually change things?" |
| Ended | How the session ended: completed (support logged out normally), expired (window ran out), revoked (you revoked it), logged_out (support manually signed out). Active sessions show a yellow "Active" badge instead. |
Notes and gotchas
Trial tenants cannot turn support access off. This is deliberate: during a trial we may need to help you set things up. Once you subscribe, you get full control.
Every support action is also in your audit log. See Audit log. Support actions are tagged with the support session ID so you can cross-reference exactly what was changed.
Support access does not grant support your data forever. concorbit staff only see what you see, and only while the session is live. Once the session ends, the token is revoked and they have no further access until you re-enable it.
The toggle is workspace-wide. There's no way to grant support access to only one area of the app. It's all-or-nothing, scoped to a time window.
If you never click Enable, concorbit support will politely email you and ask you to turn it on for a specific issue. They cannot bypass it.