Granting support access

So that support can look at your problem directly, you give it an access of its own to your WordPress website. One click is enough: Give access for 48 hours. The access ends by itself, holds no password of yours and can be ended at any time. Every login is recorded.

Requirements

• Funnelforms Pro. This feature is not included in Funnelforms Free. Free has no Support page; at this place the menu shows Pro features.
• The website is connected with Funnelforms. Without a connection you read "Support can log in once you connect this website with Funnelforms."
• You are an administrator and may create users. Other users do not see this area. A support user itself cannot grant or end accesses.
• The website runs on https. Without https the access can be granted, but support can open WordPress from Funnelforms only once the website runs on https.

Note: This feature is currently in progress. This applies to the actual login of support from the Funnelforms Leitstand. The verification keys for it are not yet set in the plugin. Granting, showing and ending an access are present in the plugin.

Where to find it

Funnelforms → Support, card Access for support

You can also grant the access right with the ticket: in the form "Ask support", tick the option "Let support log in to look at the problem".

Features at a glance

• Give access for 48 hours: one click, rights "Funnelforms only".
• Other rights or duration: rights "Funnelforms only (forms, entries, settings)" or "Administrator (the whole website)", duration 24, 48 or 72 hours.
• A user of its own for support, never your password.
• A list of running accesses with rights, ticket, "Valid until" and "Last login".
• End now for every access.
• All accesses end when you deactivate the plugin.
• No export of entries and no download of restore points.
• A log of every grant, login and end.

Step by step

Access with one click

1. Open Funnelforms → Support and go to the card Access for support.
2. Click Give access for 48 hours. Support gets the rights "Funnelforms only: forms, entries and settings."
3. You see "Done. Funnelforms support can now log in until …. You can end it here at any time."

Other rights or duration

1. Open Other rights or duration. If an access is already running, it is called Give another access.
2. Under Rights, choose "Funnelforms only (forms, entries, settings)" or "Administrator (the whole website)".
3. Under Ends after, choose 24, 48 or 72 hours. 48 hours is preselected.
4. Click Grant access.

End an access

1. In the row of the access, click End now.

Alternatively, tick "Let support log in to look at the problem" with the ticket and choose the rights and duration there, for example "for 48 hours". The access is then linked to the ticket; the list shows "for ticket …".

How it works

What is created when you grant access?

The plugin creates a WordPress user of its own with the name "Funnelforms support". Its password is random, 64 characters long and known to nobody. The user cannot log in with a password or an application password. With "Funnelforms only" it gets the role "Funnelforms support" with the rights "Edit forms", "See entries" and "Change settings" and no other rights on the website.

How long does an access run?

At most 72 hours. You can choose 24, 48 and 72 hours. Older accesses that were created for longer are cut at the next hourly cleanup so that they run for at most 72 more hours.

What does Funnelforms learn?

Funnelforms learns only an access ID, the rights you chose, the end date and the login address of your website. It never gets a password or a link that would log anyone in.

How does support log in?

Support opens WordPress from the Funnelforms Leitstand with a one-time, signed login code. Your website logs in the support user only if everything checks out:

• The code is signed with a key that is built into the plugin.
• It names your website and its Funnelforms ID.
• The access is still running.
• The code is at most two minutes old.
• The code has never been used before; it works only once.

The login lasts at most eight hours and never beyond the end of the access. This feature is currently in progress: the login from the Leitstand is not yet switched on.

What may support not do?

Even with administrator rights a support user may not:

• Create, edit, promote, delete or remove users.
• Install, upload, edit, update or delete plugins and themes.
• Edit files in the editor.
• Update WordPress.
• Use the WordPress export.
• Export entries.
• Download restore points of Funnelforms 3. It then sees "The support access cannot download restore points: they hold the leads of the site."

Activating and deactivating plugins stays allowed.

What happens when the access ends?

Whether you end it with End now, the time runs out or you deactivate Funnelforms: the support user is deleted and Funnelforms is told that it ended. On deactivation all accesses end at once, because without the plugin running the locks and the expiry would no longer hold. What the user wrote is assigned to the administrator who granted the access. WordPress cleans up expired accesses every hour; logging in is no longer possible from the moment of expiry. If the access runs out while support is logged in, support is logged out.

What is recorded?

In the log under Funnelforms → Support, card Diagnostics, expandable under Latest admin actions, you find "Support access granted", "Support logged in", "Support access ended" and "Support access ran out". In the list of accesses, "Last login:" shows the time, who at Funnelforms logged in and for which ticket. As long as no login has taken place, it says "Not yet".

Best practices

• Choose "Funnelforms only" when it is about forms, entries or settings. "Administrator" is needed only if support has to look at something outside Funnelforms.
• Choose the shortest duration that is enough.
• End the access with End now as soon as the problem is solved.
• After the ticket, check the line "Last login".

Troubleshooting

Tips

Caution: Grant the access only if you have a ticket open or support asked you for it.

• If the ticket is not accepted, the plugin removes the access it created for it.
• In the rights table under Funnelforms → Settings → Rights, the role "Funnelforms support" appears after the first access "Funnelforms only". It belongs to the support access; leave it as it is.
• The box Your support at the top of the page shows whether an access is running.

FAQ

Does support get my password? No. Support logs in with a user of its own whose password nobody knows.

How long can an access run? 24, 48 or 72 hours. You can end it earlier with End now.

Can support export my entries? No. A support access can see entries but never export them, and cannot download restore points.

What happens to the access when I deactivate Funnelforms? All support accesses end at once, and their users are deleted.

Related articles

• Contacting support
• Roles and rights
• Connect your website to your Funnelforms account