Yesoma Support Access

Yesoma Support Access lets the Yesoma support team reproduce a problem inside your workspace without borrowing a teammate's authority. Workspace Owners and Admins control access, every visit is visible, and customer-facing or destructive actions remain blocked.

1. Start in Settings → Yesoma Support Access

Open Settings → Yesoma Support Access to review the workspace control, pending requests, and visit history.

• Only a Workspace Owner or Admin can turn support access on or off.
• Turning access off immediately revokes active support sessions.
• Agents, Managers, and Viewers can ask Yesoma for help, but they cannot authorize workspace access.
• Support access is available for troubleshooting; it does not add Yesoma support to your team.

2. Support chooses the affected teammate

When support opens a session, they choose the exact active teammate whose experience they need to reproduce. This keeps role-specific navigation, assignment, and UI behavior faithful to the report.

Choosing a teammate does not give support that person's authority. A session targeting a Workspace Owner still starts read-only and remains subject to the permanent support restrictions.

The selected teammate and the Workspace Owner or Admin receive an in-app notification. A persistent banner remains visible while support is in the workspace.

3. Read-only is the default

A new support session can inspect the permitted application surface, reproduce navigation, and review the records needed for the issue. It cannot change workspace data.

Support Settings access is limited to the Workspace summary. Personal security controls and administrative settings are not exposed inside a support session.

4. Limited operational changes require approval

If a repair needs a safe operational update, support sends a request that explains the intended change. A Workspace Owner or Admin can approve or deny it from Yesoma Support Access.

Approval:

1. lasts no longer than 30 minutes;
2. applies only to the active support session;
3. permits a narrow set of operational record updates; and
4. can be ended immediately by turning support access off.

Approval never turns the session into a Workspace Owner, Admin, or ordinary teammate session.

5. Actions that are always blocked

These actions remain blocked in every support session, including an approved limited-change window:

• sending customer messages or replies;
• deleting, purging, restoring, or merging Cases, Contacts, or Companies;
• changing do-not-contact or consent state;
• creating or changing quotes, invoices, payments, refunds, plans, or billing;
• changing passwords, security settings, API credentials, or channel credentials;
• inviting, removing, disabling, or changing the role or sign-in identity of a teammate;
• editing protected organization identity or Business Brain source-of-truth records; and
• opening a customer's private Customer view on the customer's behalf.

If a troubleshooting task requires one of these actions, a real Workspace Owner or Admin must complete it in their own session.

6. Review the visit history

Every support visit records:

• the Yesoma support teammate;
• the exact workspace teammate context selected for troubleshooting;
• when the session opened, expired, or was revoked;
• whether it remained read-only or received a limited-change approval;
• the Case anchor and support reason when provided; and
• the approval decision and recorded support activity.

The history is for accountability. Support cannot use a session to edit or erase its own audit trail.

7. End access immediately

A Workspace Owner or Admin can turn Support access off at any time. Yesoma revokes active sessions immediately and prevents new ones from opening until access is enabled again.

For an especially sensitive issue, keep access off until you and Yesoma support have agreed on the troubleshooting window, then turn it off as soon as the review is complete.

Common questions

Can I tell when support is in the workspace?

Yes. The workspace shows a persistent support-session banner, and the target teammate plus Workspace Owner or Admin receive an in-app notification. The visit also appears in Yesoma Support Access.

Can support send a reply while viewing the workspace?

No. Customer messaging is permanently blocked in support sessions.

Can support delete a broken record after I approve changes?

No. Deletion, purge, restore, and merge actions remain blocked. Approval covers only limited operational updates.

Can an Agent approve a support request?

No. Agents, Managers, and Viewers can request help, but only Workspace Owners and Admins can authorize workspace access or approve limited changes.

Does choosing a Workspace Owner as the target make support a Workspace Owner?

No. The target controls the UI context only. Support never inherits the target's role authority.

What if I never enable support access?

Yesoma support can still help from screenshots, error references, and logs, but may need your team to reproduce workspace-specific behavior.