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Support mode

Sometimes resolving a support ticket needs more than a chat reply. ACE staff may need to actually look inside your workspace, or make a change on your behalf. Support mode is how that happens: a temporary, scoped, fully audited session that a member of the ACE team opens against your workspace. You do not configure or trigger this yourself (it is started from ACE's internal tools, tied to a specific ticket), but it helps to understand what it means for your workspace when it happens.

What can staff do?​

When a staff member starts a support session against your workspace, they choose:

  • A ticket or incident reference and a reason for access: both required, so the session is always tied to something concrete.
  • A duration: 15, 30, 60, or 120 minutes. The session ends automatically once time runs out, whether or not staff are still working.
  • An access mode:
    • Read only: staff can look around, but any action that would change something in your workspace is blocked server-side.
    • Read / write: staff can make changes. Every single one is attributed to that staff member's own account and audited.

Staff have to explicitly acknowledge responsibility before a read/write session starts; there is no accidental escalation.

What you will see​

There is no live banner or pop-up on your side while a session is active; the in-session banner is only shown in the staff member's own view, not yours. From your workspace's perspective, the visible trace is retroactive:

  • Any action taken during an active support session is tagged in your workspace's own Audit log with the ticket reference and access mode, right alongside your team's own activity. See the Audit guide.
  • Support mode access itself (starting and ending a session) is recorded in ACE's platform-wide Super Admin audit trail, which only ACE's own staff can see. What you see is the workspace-side record: what changed, when, and under what ticket.

How does a session end?​

A support session ends the moment the staff member clicks End support in their own view, or automatically once its duration elapses, whichever comes first. There is nothing for you to do to end one.

How this connects to the rest of the platform​

  • Every action leaves a trail on your side. Check Settings → Workspace → Audit (the Audit guide) if you want to confirm exactly what happened during a session tied to one of your tickets.
  • It starts from a ticket. Support sessions are opened in response to a Support ticket you (or your teammate) raised; staff reference that ticket, or an equivalent incident reference, when starting one.
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