A platform operator helps a user with their account open
Who is involved
| Role | What they do |
|---|---|
| Employee | Asks for help with a problem on their own screen. |
| Platform operator | Opens a time-limited support session with a stated reason. |
Step by step
- Employee
Reports a problem to support.
What they see:Support has the person's company and name.
- Platform operator
Enters a reason of at least ten characters and starts a support session as that person.
What they see:A red banner counts down 15 minutes at the top of every page.
- Platform operator
Reproduces and explains the problem.
What they see:The operator sees exactly what the person sees.
- Platform operator
Ends the session.
What they see:The banner disappears and the end is recorded.
- Platform operator
Tries to open chat during the session.
What they see:Chat refuses, so conversations stay private.
Who is told what
The person is not notified automatically; the start and end are recorded in the platform activity log at high severity.
Related
- Security, Access & Compliance
- Team Chat & Calls
- Allowing storage or a database inside the company network
- An employee asks for a copy of their personal data
- Preparer and approver must be different people
- Documents are kept in storage the company controls
- Every record shows its history and discussion
- Team workflows