# Approve or deny EngiProse support access

URL: https://engiprose.com/help/account-billing-and-access/support-access
Updated: 2026-09-02
Audience: org-admin

Control exactly what EngiProse support can see, for how long, and revoke it whenever you want.

Sometimes EngiProse support needs to see inside your organization to help
with an issue. They never get in without you: every grant is either
approved by you from a request, or started by you directly. This article
is for Organization Admins, the only role that can decide.

:::checklist title="What you'll do"
- Approve or deny a support request
- Know what a grant lets support see, and for how long
- Revoke access early, if you ever need to
:::

## Where to find it

**External support access** sits below the user list on the **Users**
page, under Administration in the sidebar.

:::figure src="/help-figures/account-billing-and-access/support-access-1.png" srcDark="/help-figures/account-billing-and-access/support-access-1-dark.png" alt="The External support access section with a pending request row showing the requester's name, an Engiprose Support badge, the requested duration and reason, and Approve and Deny buttons" caption="A pending request" route="/admin/users"
:::

With nothing pending or active, the section reads: "No external support
access. When Engiprose support requests temporary access to help your
team, you'll approve it here."

## Approve or deny a request

A pending request names who is asking, shows a fixed **Engiprose Support**
badge, and states the duration they are requesting and why: "requests
read-only access for 24 hours" (or 72 hours, or 7 days), with their reason
in quotes.

::::steps
:::step
Select **Approve** to grant it, or **Deny** to turn it down. Denying needs
no confirmation.
:::
:::step figure="/help-figures/account-billing-and-access/support-access-2.png" figureDark="/help-figures/account-billing-and-access/support-access-2-dark.png" alt="The Grant read-only access confirmation dialog naming the requester, the access being granted, and the expiry date, with Cancel and Grant access buttons" caption="The approval confirmation" route="/admin/users"
Approving asks you to confirm: "Grant [name] read-only access to your
proposals and team until [date]? You can revoke anytime." Select **Grant
access** to confirm, or **Cancel** to back out.
:::
::::

## What a grant lets support see

Every grant, however it started, is the same least-privilege access:

- **Read-only.** Support cannot edit, send, approve, or delete anything.
  This is enforced on the server, not just hidden in the interface.
- **Proposals and your team, nothing else.** A grant can only reach the
  Proposals and Team pages (plus the screen shown once access ends). Any
  other page, including Customers, Content Library, and your Dashboard,
  redirects support back to Proposals rather than showing them the page, so
  your content library is deliberately outside every grant.
- **Time-boxed.** A grant expires on its own at the duration you approved:
  24 hours, 72 hours, or 7 days. You do not need to remember to end it.

## Granting access proactively

If your organization has an assigned Customer Success Manager, their card
carries its own **Grant temporary read-only access** control: pick a
duration and confirm, and the grant is born active immediately, since you
initiating it is the approval. It appears in External support access
exactly like an approved request, with the same read-only, time-boxed
rules above. If your organization has no assigned Customer Success
Manager yet, this control does not appear; it is available only once you
have one.

## Ending access early

An active grant shows a **read-only** pill and its expiry, plus who
approved it. Select **Revoke** to end it. It asks you to confirm: "End
[name]'s access now? They will immediately lose all access to your
organization." Select **End access** to confirm.

::::faq title="Common questions"
:::q question="Can support see my content library?"
No. A grant's permissions are Proposals and Team only; your content
library is deliberately excluded from every support grant, however it was
started.
:::
:::q question="What happens when a grant expires?"
Support loses access automatically, with nothing for you to do. You can
still revoke a grant early at any time before it expires.
:::
:::q question="Who can approve or grant support access?"
Only an Organization Admin. If you are an Admin, Organization Member, or
Viewer, you will not see this section.
:::
::::