Sometimes you need a bit of help our you need to give your customer a hand with some settings, to prevent that you will have to work with a program like teamviewer or to let you customer give you their credentials you can use the support option in PowerPanel. You or your customer can give access to someone to your account for some time.
1. Login to PowerPanel
First you need to login to PowerPanel. If you don't have an account you can create an account (use the menu in the header and choose register). If you need help to login to PowerPanel, please read here how to logon.
2. Adding a user to access your account
In the top right corner of the header bar you will find the question mark icon.
If you click on this you will see tree options:
- Request support: If you need help and you want to give access to your account without giving your password away (or you have two step enabled).
- Other account take over: If someone need you to assist you can login to the other account.
- Support options: This gives you information like the support code so your support agents can verify your identiy.
3. Request support
To enable support access to your account, you need to click on request support.
Now you have to fill in the e-mail address from the person you want to give access to your account. You can also give a time periode this user can access your account. After the time periode has elapse the access will automaticly revoked. Also you can see who has access to your account and revoke that access at any time.
4. Take over an other account to give support
If someone has has given you access to his account you go to the PowerPanel account take over option in the support menu. Here you will find a list with all the accounts you have access to.
To go to the account you want to access click on the green button behind the name. A new tab will open where you are logged in as the person who has given access.
Note: the session you had in your own account will be killed so to access your own account again you will need to logout and need to login with your own credentials again.
5. Support options
This option will give you a dialog where your details are visible. Als you can found your unique support code. This code will refresh after each moment you login to the system.
You can cross check this code to search for this customer in account management and go his users. There you see the user is online or not (online means the current user has logged on and the session is still active). Also you see the support code.
Asking your customers for this support code gives you a reasonable control of authenticity you are dealing with the correct customer.