Support access
How the Nudge support team can access your workspace, what it cannot do, and where you see every session and action.
To investigate a problem, the Nudge support team can open a support session on a member's account and see the workspace as that member sees it. It can also take some administrative actions on your workspace, such as extending a trial or resending an invitation. Everything it does is listed in Settings › Support access.
Members with the "Edit workspace settings" permission can open this tab. By default, that is the Admin role.
What a support session can and cannot do
- A session opens through a single-use link and lasts at most 60 minutes.
- During a session, billing and workspace deletion are disabled: the support team can neither pay, change your subscription from the billing screen, nor delete the workspace.
- Your administrators receive an email each time a session opens.
- A session cannot be opened on a suspended account.
Support sessions
The Support sessions block lists every session opened in your workspace:
| Column | Content |
|---|---|
| Opened | When the session started |
| Account | The member account the session was opened on |
| Support agent | Who on the Nudge team opened it |
| Until | When the session ended or will end at the latest |
Support actions
The Support actions block lists the administrative actions the Nudge team took on your workspace or its members, with the Date and the Action. Examples:
- Plan change, Trial extended, Free Pro period
- Member suspended, Member reactivated, Member signed out
- Invitation resent, Invitation revoked, Password reset e-mail
- Website re-scan, Conversation quality review
- Data export (GDPR)
- Workspace suspended, Workspace reactivated
Internal notes of the support team are not shown.
Use Show more at the bottom of each block to load older entries.
Get help
Write to contact@asknudge.ai with the name of your workspace and a description of the problem. If the support team needs to see what you see, it will open a support session, which then appears in this tab.