Overview

CUBE Support access lets your portal admins give the CUBE Support team temporary access to your portal, so they can investigate and fix an issue directly. You don't need to share screenshots, set up a call, or know which person at CUBE to invite. You turn it on with one toggle and turn it off the same way.

Prerequisites

• The Manage CUBE Support Access permission. Super Admins and Admins have it by default. It can be given to custom roles in Portal Settings → Portal Roles.
• A portal on CUBE Cloud.

What happens when you turn on CUBE Support access

• The CUBE Support team members assigned to your portal can sign in to it with Super Admin access.
• They don't use any of your seats and are not counted in billing.
• They don't appear in Portal Settings → Users (Users, Invited or Inactive) or in its exports, whether access is on or off.
• They can see every project in your portal and add themselves to the projects and spaces they need to work in.
• Everywhere else in CUBE, such as member lists, chat and assignee lists, they appear with a blue chip labelled CUBE Support, so your team can tell them apart.
• Everything they do is recorded in Activity Logs under their own name and marked as CUBE Support.
• They can't use CUBE AI in your portal.
• Your portal's users can't change their role, deactivate them or activate them. Turning off CUBE Support access is how you remove their access.

Turning on CUBE Support access

1. Go to Portal Settings → Portal Information.
2. In the CUBE Support section, switch on Allow access to CUBE Support Team.
3. Read the confirmation and select Confirm.

The section now shows Access Active, with the date and time access was granted and who granted it. Select View users to see which CUBE Support team members have access.