Letting support in

Some problems are much easier to solve when support can see them for themselves. You can let Jelly's support look inside your Jelly for three days. They can look but can't change anything, and nobody at Jelly can look at all unless someone on your team lets them in.

If you only want to ask a question, write to support. To show them one message that arrived wrong, report it.

Three ways to let support in

Anyone on your team can let support in, whatever their role:

• With a request. When you write to support, turn on Allow support to access our data before you press Send to support.
• When support asks. If support has asked to look, the request's page shows Let support in for three days. Press it.
• On its own. Open Support from the account menu or the Help menu and, under Support access, press Let support in for three days.

Support is told straight away, so there's nothing you need to send them. Support access on the Support page now says Open, with who opened it and when it closes.

A self-hosted Jelly that isn't connected to Jelly's services works a little differently: see below.

What support can see

While support access is open, support sees your Jelly the way an Admin does: every mailbox, every conversation, and the settings. They can't change any of it.

Support can also view Jelly as any one of you, to see exactly what that person sees. Nothing they open that way is marked as read for that person.

Support doesn't become a member of your team. They don't appear in your list of people, and nobody can assign a conversation to them or mention them.

Closing support access

Support access closes by itself after three days. To close it sooner, open Support and press Close support access. Anyone on your team can do this, and support is signed out straight away.

Closing a request doesn't close support access. They're separate, so close both if you want both closed.

Seeing what support did

Jelly keeps a record of when support signed in and out, whose view they chose, and each conversation they opened. A conversation in a mailbox you're not in is counted but not named.

Where you find the record depends on how support was let in. If it was with a request, it's in that request's thread, between the answers. If it was on its own, it's under Support access without a request at the foot of the Support page, which shows the five most recent times.

A self-hosted Jelly that isn't connected

A self-hosted Jelly that's connected to Jelly's services works as the rest of this page describes. One that isn't connected has no requests, so there's one way to let support in:

1. Open Support and press Let support in for three days.
2. Jelly shows a code, such as ABCD-EFGH-JKMN. Send it to Jelly's support yourself.

The code is no use to anyone else: it works only with a key that Jelly's support holds. Closing support access stops the code working, and you get a new one the next time you let support in. Everything support did is listed under What support did, on the same page.

Whoever runs your server can turn support access off altogether. The page then says "This Jelly can't let Jelly's support in."