Staff support access

Sometimes a customer hits a problem that is faster to fix from inside their own workspace than to debug over email. Staff support access lets a customer open a temporary door for dembrane staff, and lets staff step through it for 24 hours. The door closes by itself. No one has to remember to revoke anything.

There are two people in this story: the customer (a workspace admin or owner) who decides whether the door exists, and the staff member who walks through it.

If you are a customer (workspace admin or owner)#

You control whether dembrane staff can ever get into your workspace. Access is off until you turn it on.

Turning it on#

1. Go to Workspace Settings, Access section.
2. Turn on Allow dembrane staff to access this workspace for support.

That is the whole step. The toggle saves on its own, there is no Save button.

While it is on, dembrane support staff can join your workspace as an admin to help you. Each time a staff member joins, their access ends automatically after 24 hours.

What staff can and cannot do#

• A staff member who joins gets the admin role, the same level as your own admins, so they can see and act on the same things you can.
• Their access is temporary. It expires 24 hours after they join. If they need longer they have to deliberately extend it, and it still expires again 24 hours later.
• Only staff can join, and only while your toggle is on. The moment you turn the toggle off, no new staff can join.

Turning it off#

Turn the same toggle off whenever you want. New staff joins are blocked immediately. Anyone already inside finishes their current 24-hour window, or leaves early. Turning the toggle off is your signal that you no longer want the door open.

You usually will not need to turn it off yourself. When the last staff member leaves or their window expires, the toggle turns itself off, and we send you a notification and an email saying the session ended and access is now off. Turn it back on any time you need more help.

Approving a request when the toggle is off#

If the toggle is off and a staff member needs to get in, they can send you a request instead of joining directly. You get a notification and an email, and a Pending access requests block appears in Workspace Settings, Access. Each request shows who is asking and an optional note about what they need.

• Approve grants that one staff member admin access for 24 hours. It is a one-time grant: the toggle stays off, so approving one request does not open the door for everyone.
• Deny declines the request. The staff member is told either way.

A request that sits unanswered for 7 days expires on its own.

Access history#

The Access section keeps a running history of what happened: toggles, requests, joins, extensions, and when access ended. Newest first, with Show more to page back. It is there so you can always see who had access and when, without asking anyone.

The weekly reminder#

If support access stays on but no staff has joined for 7 days, we send a gentle reminder so a forgotten toggle does not stay open. Turn it off from the reminder, or leave it on if you still need help.

Will this affect my bill?#

No. A staff member who joins for support does not count as a seat. Support access never changes what you are charged.

If you are dembrane staff#

You join a customer workspace from the admin dashboard, one workspace at a time, and only when that customer has opted in.

Joining#

1. Open the admin dashboard and find the workspace in the list.
2. Open its actions, then the Join for support control.
3. Click Join for support (24h).

You now have admin access to that workspace for 24 hours. An Open workspace link appears so you can jump straight in.

If the customer has not turned on support access, the join is refused with a clear message telling you so. You can either ask them to enable the toggle, or send a request (below).

Requesting access when the toggle is off#

You do not have to wait for the customer to find the toggle. Open the Join for support control and choose Request access. Add a short note about what you need, or leave it blank. The workspace admins get a notification and an email, and approve or deny from their Workspace Settings.

• If they approve, you get admin access for 24 hours, the same as a normal join. Their toggle stays off; the grant is just for you, just this once, so there is no Extend on an approved session. If you need longer, send another request.
• If they deny, or the request goes unanswered for 7 days, you are told and the request closes.

While a request is pending the control shows Request sent, with the option to cancel it.

If you already belong to that workspace as a real member, joining does nothing harmful: it just tells you that you already have access, and it does not put a 24-hour expiry on your real membership.

While you are in#

The control shows You have support access to this workspace. It ends automatically on so you always know when your window closes.

• Extend 24h: resets the clock to 24 hours from now. Use this if a support session runs long.
• Leave now: ends your access immediately, before the 24 hours are up. Good hygiene when you are done.

When access ends#

You do not have to do anything. Access is revoked automatically at the expiry time. Even if something goes wrong with the scheduled revoke, a background sweep removes expired support access within about 15 minutes, so access never lingers.

At a glance#