Who it’s for: Administrators
Platform: Sense Portal
Available on: All plans
Before you begin
Make sure you:
☑️ Have access to Sense Portal
☑️ Know why Sense Support needs access
☑️ Know how long access should be granted for
🖊️ Note: You can access Sense Portal directly using the product switcher.
Overview
Customer support access allows administrators to grant temporary access to authorised Sense staff.
This is used when Sense Support needs access to help investigate, troubleshoot, or resolve an issue for your organisation.
Access can be granted for a defined period and revoked when it is no longer needed.
This guide explains how to grant and revoke access using the Customer Support Access option in the Sense Portal.
Navigation Path
Sense Portal Dashboard > Settings > Customer Support Access
Steps to Grant Access to Sense Staff
Click on the Product Switcher in the top left corner
Click on Portal
In the Sense Portal, go to Settings.
Click the Customer support access tile.
On the Access history screen (showing all historical and active support access events), click the purple Add (+)button in the top right corner.
Select a Group — in most cases, choose Support. (Other groups may be available depending on your company settings)
Set the Duration for access using one of the following options:
• Until manually revoked• Preset period
• Custom duration
Click Add. Once granted, the selected Sense Support Analyst will have access for the defined period.
✅ Access is temporary and automatically ends once the time limit expires.
Review existing support access
To review current or previous support access:
Go to Sense Portal > Settings > Customer support access.
Review the access history table.
Check the access Status, Start date, and End date.
The access history helps you see when support access was granted, whether it is still active, and when it expires.
Revoke Support Access
Access can be revoked at any time.
Open the Customer Support Access screen.
In the Access history list, locate the active support access.
Toggle off access for the relevant entry.
Confirm the removal when prompted.
🖊️ Note: If no further action is taken, access will automatically expire at the end of the defined period.
Good practice
Only grant support access for as long as needed.
Review active support access regularly.
Revoke access when the support issue has been resolved.
Keep internal records of why access was granted, especially for sensitive issues.
Troubleshooting
Sense Support cannot access your organisation
Check that:
support access has been granted
the access period has not expired
the access entry is active
the correct support access option was selected
If the issue continues, contact Sense Support.
Support access has expired
If Sense Support still needs access, create a new support access entry with a suitable duration.
You granted access by mistake
Go to Sense Portal > Settings > Customer support access and revoke the active access entry.
Summary
Customer support access is managed in Sense Portal > Settings > Customer support access.
Use this area to grant temporary access for Sense Support, review access history, and revoke access when it is no longer needed.