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Support access & auditing

Delegate's support staff can enter your organization to troubleshoot. This page says exactly what that means, what's recorded, and how to switch it off.

Who can do what​

TaskUserAgent ownerAdmin
Turn support access on or off——✅

Organization → General → Support Access.

What it is​

When you raise a problem that can't be diagnosed from the outside, a support engineer can enter your organization and see it as your members see it — the agent that's misbehaving, the configuration behind it, the session that failed.

It is on by default, and you can turn it off at any time.

What's guaranteed​

  • Every action is logged, and attributed to the support engineer — not to your users. Entering and leaving are both recorded, with who, which organization, and when.
  • Sessions are time-limited. Access expires; it isn't standing.
  • Read-only by default. Support sessions are ordinarily read-only, and in that mode every request that would change something is refused by the server, not merely hidden in the interface.
  • It's visible while it's happening. A banner shows an impersonation session is active, and it can be exited immediately.

What it isn't limited to​

Be clear-eyed about the scope: a support session sees what an admin of your organization sees. That includes your agents' configurations, their files, their memories, and their session history.

It does not reveal stored credentials. Connection secrets and tool credentials are encrypted and are never displayed — not to support, not to your own admins, not to agents.

Turning it off​

Uncheck Allow superadmin support staff to "Jump Into" this tenant. It takes effect immediately: any attempt to enter your organization is refused outright.

The trade-off is real. With it off, some problems can only be diagnosed from what you can describe and export, which makes support slower. Organizations with a strict compliance posture generally still turn it off, and turn it back on briefly when they need help — which is a reasonable pattern.

If you need the record​

Impersonation events are audited. If you need a record of when support entered your organization and what was done, ask support for the audit extract for your organization.